DEWA Receives ISO 10002:2004 Certification for Quality Customer Service

HE Saeed Mohammed Al Tayer, MD & CEO of Dubai Electricity and Water Authority (DEWA), received the ISO 10002:2004 certificate from Bureau Veritas for excellence in customer service, particularly in ensuring the effective and rapid response to customer complaints through the e-complaint system. “DEWA has launched a number of initiatives that elevate customer service standards to new heights of excellence. These are implemented in line with the directives of HH Sheikh Mohammed bin Rashid Al Maktoum, Vice President and Prime Minister of the UAE and Ruler of Dubai, to ensure the highest standards of quality of service provided by government departments for promoting the happiness of the people,” said Al Tayer. “The ISO certification further highlights our commitment to further strengthen a culture of excellence at all levels, and our vision to be a sustainable world-class utility. We are committed to adopting the Smart Government initiative that enables our customers to access all services through mobile and online platforms. DEWA adopts the highest international standards in providing customer service to further support the sustainable development in Dubai, and consolidate its position as a leading centre for business,” added Al Tayer. “Through the launch of several initiatives and campaigns, and by adopting the latest technology solutions that enable our customers to complete all transactions, our activities are consistent with the objectives of the Government of Dubai. Our initiatives aim to ensure the satisfaction of our partners and customers and contribute to the vision of Dubai to promote the quality and speed of service-delivery across all government departments,” said Al Tayer. “We work continuously to improve the quality of our services, and adhere to our policy of addressing customer complaints swiftly and thus contributing to improved customer satisfaction and loyalty,” said Dr. Yousef Al Akraf, Executive Vice President of Business Support & Human Resources of DEWA. “DEWA implements the latest technologies in customer service. Our electronic complaint system evaluates the opinions of our customers, helping us to improve the level of services offered to meet the needs of customers. We are committed to offering a world-class environment based on customer requirements,” said Abdullah Al Hajri, EVP of Customer Services of DEWA.