Dubai Electricity and Water Authority (DEWA) | DEWA is the first entity in the MENA region to receive ISO 14452 for network services billing

Dubai Electricity and Water Authority (DEWA) has been accredited for the ISO 14452:2012 by SGS Gulf Ltd, a leading global company in international auditing, testing, verification and accreditation. The accreditation was given to DEWA upon a comprehensive elaborate auditing for billing services and processes. This supports DEWA’s leadership in adopting the highest international standards and best practices, and contributes to DEWA’s vision to become a sustainable innovative world-class utility. 

The audit included a review of billing documentation, policies, processes and procedures; customer data management; meter readings; disputes, complaints and enquiry communications on billing; bill content and design; bill processing and delivery; bill payment methods and processing; and compliance and continuous improvement.

HE Saeed Mohammed Al Tayer, MD & CEO of DEWA, received the certification from Rachid Cherkaoui, CEO of SGS Middle East, in the presence of Abdullah Al Hajri, Executive Vice President of Billing Services; Dr. Yousef Al Akraf, Executive Vice President of Business Support and Human Resources; and Mohammed Salem Al Mana, Vice President of Billing Services at DEWA.

 “This international certification for DEWA billing services is a significant addition to DEWA’s success record and a new milestone in our journey towards excellence in processes and operations. This is part of our efforts to achieve the vision of HH Sheikh Mohammed bin Rashid Al Maktoum, Vice President and Prime Minister of the UAE and Ruler of Dubai, to promote government work to the highest quality, and achieve excellence in providing government world-class services. It also contributes to the realisation of the UAE Vision 2021, and Dubai Plan 2021, to make the Government of Dubai proactive and creative in meeting the needs of individuals and society as a whole,” said Al Tayer.

 “DEWA has established its leading position amongst the world's leading service providers by continuously providing world-class services based on detailed customer needs studies, to enhance their experience and exceed their expectations, and thus contribute to making Dubai's life experience the best in the world. DEWA launched several initiatives and leading services to improve billing procedures and services. It launched the Green Bill Initiative in 2012, announcing the suspension of paper bills, and redesigned the green bill in line with the highest international standards in 2015; to support the Smart Dubai initiative, to make Dubai the happiest and smartest city in the world, and to contribute to enhancing environmental sustainability efforts and reducing our carbon footprint. The green bill details electricity and water consumption, as well as the carbon footprint index to alert customers to daily consumption habits and their positive or negative impact on the environment and natural resources,” added Al Tayer.

The Sustainable Living programme provides a clear picture for DEWA customers on their performance in electricity and water conservation. DEWA sends a customised report to each customer that includes an assessment of their performance in rationalising consumption compared to the average of similar homes in their neighbourhood. The report includes also conservation tips for customers to achieve better conservation, or alert them to the high consumption rate, and how to address any possible defect. As part of DEWA’s efforts to achieve customers’ convenience and happiness, DEWA has made available various payment channels. These include DEWA’s website, smart app, customer care centres, etisalat payment machines, ENOC and EPPCO stations, direct debit from bank account, as well as the Tayseer platform for customers to use cheques via Emirates NBD’s Cheque Deposit Machines, thus saving time and effort.

Last year, DEWA launched the ‘One Step’ initiative to facilitate and accelerate the processes relating to the activation, or deactivation of electricity and water services. It also provides smart options to pay bills. It is worth mentioning that the DEWA bills accuracy reached 99.96%, which is one of the best results worldwide.