Dubai Electricity and Water Authority (DEWA) won 5 prestigious awards for the 2019 Middle East Call Centre Awards, organised by INSIGHTS Middle East for providing the highest levels of customer service, confirming its commitment and eagerness to provide services that meet the needs of its customers around the clock and improve their happiness.
"These awards are in line with the vision of HH Sheikh Mohammed bin Rashid Al Maktoum, Vice President and Prime Minister of the UAE and Ruler of Dubai, to enhance government services to make people happy and provide a seamless experience for all customers, towards achieving The UAE Centennial 2071 goals and the UAE Vision 2021. Our aspirations are embodied in our visions as a leading sustainable, innovative, global corporation. Winning these 5 awards is a valuable addition to DEWA’s track record and highlights our ongoing efforts to develop best practices at the call centre, enabling us to develop our operations, reduce customers' efforts, and make them happy," said HE Saeed Mohammed Al Tayer, MD & CEO of DEWA.
The awards received by DEWA this year included: Best Industry Call Center (Utilities), Best Medium Call Centre, Best Call Center Manager, Best CX Company of the year 2019, and Best Problem Solver Award. The awards recognise organisations that fulfilled valuable achievements by applying best practices and improving business concepts and practices to attain customer satisfaction, with a special emphasis placed on gaining their trust.
DEWA is marching towards ensuring the continuation of positive outcomes and winning many prestigious awards in recognition of its efforts to enhance customer experience through the provision of smart services as well as launching programmes and initiatives aimed at consolidating and shaping the future in all sectors.
DEWA received The International Standard for Service Excellence (TISSE) certificate with a 98.3% score, the highest in the world. It also ranked first in the large Dubai Government Entities category for the second consecutive year with a score of 95%, according to the Smart Dubai’s Happiness Index.