Dubai Electricity & Water Authority (DEWA) - Customer Service Excellence

Dubai Electricity and Water Authority (DEWA) received a group of students from the Customer Service Excellence Diploma Program, launched by the Ministry of Interior in cooperation with Etisalat Academy. The programme includes students training to join the police force, and students from the local and federal sectors. The visit is part of efforts to benchmark, and introduce the students to the best international standards of customer service. During the visit, DEWA briefed the students about its most important projects and initiatives. 50 students were introduced to the concept of developing services, DEWA’s classification of internal and external customers, communication channels, and how to improve them. The students were also introduced to programmes aimed at developing and rehabilitating DEWA’s employees to achieve the happiness of customers, DEWA’s practices in excellence, and a list of awards won by DEWA.

“In support of the directives of HH Sheikh Mohammed bin Rashid Al Maktoum, Vice President and Prime Minister of the UAE and Ruler of Dubai, to promote excellence, creativity and quality and DEWA’s strategy to enhance government excellence, based on international standards, DEWA cooperates with different government and private organisations and educational institutes to make innovation a part of our working life and integrating it within our corporate culture, becoming the framework for continuous development,” said HE Saeed Mohammed Al Tayer, MD & CEO of DEWA.

“In pursuit of achieving our vision to become a sustainable innovative world-class utility, we continuously launch initiatives and activities to further develop our employees’ innovative abilities. DEWA promotes the fourth-generation government excellence system, in adherence with the directives of HH Sheikh Mohammed bin Rashid Al Maktoum, Vice President and Prime Minister of the UAE and Ruler of Dubai. DEWA was one of the first government organisations to implement this system. DEWA institutionalises a culture of excellence in the government sector by continuous development and implementing organisational excellence standards in all its operations across the organisation,” added Al Tayer.

“As part of our Corporate Excellence System, DEWA adopts the concept of self-evaluation, to identify points of strength and opportunities for improvement in corporate performance, this creates a roadmap, initiatives, and programmes, to further aid internal activities and programmes of corporate excellence. It also ensures integration, communication, and benchmarking, resulting in the improvement of general performance and achieving the happiness of customers. DEWA’s strategy for 2021 supports the UAE Vision 2021, the Dubai Plan 2021, and the Dubai Clean Energy Strategy 2050, to ensure a brighter future. We adopt corporate values based on sustainability, innovation, excellence, wise governance, and the happiness of stakeholders, and we continuously integrate these values while measuring their efficiency,” concluded Al Tayer.

“This year, DEWA has changed the name of its Customer Relations division to the Customer Happiness division, this supports the wise leadership’s pioneering initiatives to make Dubai one of the best cities in the world by developing the performance of public and private organisations, developing the infrastructure to promote and attract investments, and focusing on human values among the citizens, residents, and visitors, as DEWA recognises the importance of working to maintain their happiness, and add to their experiences,” said Abdullah Al Hajri, Executive Vice President - Customer Happiness  at DEWA.

The Customer Service Excellence Diploma program is a professional training program that has been designed according to the latest international practices and standards in customer services, based on the criteria of the Emirates Government Service Excellence Program. The program aims to qualify front line employees and government service providers in order to enhance the customer service process across the country.