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Dubai Electricity and Water Authority (DEWA) has maintained its top position in the Happiness Index in the large Dubai government entities category, for the second consecutive year with a 95% happiness level. This was according to Smart Dubai’s Happiness Index that monitors happiness levels among the people of Dubai, and contributes to enhancing the efficiency, measurement and enhancement of smart services in Dubai, to achieve the highest levels of customer happiness. More than 8 million votes were collected through 172 organisations, including 43 government entities for the Smart Dubai Happiness Index 2018.
This new achievement confirms DEWA’s pioneering position as a model for excellence, and recognises its efforts to ensure customer happiness.
“DEWA works in line with the vision and directives of HH Sheikh Mohammed bin Rashid Al Maktoum, Vice President and Prime Minister of the UAE and Ruler of Dubai, that the government’s job is to achieve the happiness of society. We actively contribute to achieving the objectives of the Smart Dubai initiative that His Highness launched to make Dubai the smartest and happiest city in the world. DEWA has become a reference for best practices in customer happiness and service excellence. We are pleased to achieve this result in Smart Dubai’s Happiness Index. All our initiatives and projects aim to make our customers happier by saving their time and effort, providing them with services according to the highest standards of efficiency, reliability, and availability. This is done within an integrated framework that ensures continuous improvement to ensure leadership in customer happiness. This is done by institutionalising our mechanisms to maximise benefits of the Happiness Index, which DEWA adopts in all its smart services; contributing to the development of services and channels as well as enhancing customers’ experiences. We are committed to getting feedback from our customers and society, to identify their needs, to develop innovative initiatives for happier customers and exceed their expectations,” said HE Saeed Mohammed Al Tayer, MD & CEO of DEWA.
Al Tayer emphasised that DEWA’s efforts contributed to it receiving over 190 prestigious local and international awards over the past four years. These include the Leading Government Entity at the 20th Dubai Government Excellence Program (DGEP) Awards, according to the fourth-generation government excellence system, and six awards at the 21st DGEP, including the Best Entity in Customers’ Happiness award. DEWA won the highest award in the European Foundation for Quality Management (EFQM) Excellence Model, becoming the first organisation outside Europe to receive this prestigious award, and the first in the Award’s history to win it from first application. DEWA achieved between 750-800 points, leading it to rank in the Platinum category, which includes leading organisations that promote sustainable excellence. DEWA received the International Standard for Service Excellence (TISSE) certification with a score of 98.3%, which is the highest worldwide. The UAE, represented by DEWA, maintained its global first ranking for the second consecutive year, with scores of 100% in all Getting Electricity indicators in the World Bank’s Doing Business 2019 report that measures the ease of doing business in 190 economies around the world.
DEWA plays a leading role in implementing the Happiness Index in cooperation with Smart Dubai. It employs the measurement and follow-up mechanisms in a systematic manner, and makes use of the results to develop its services and channels, enhance customer experience according to advanced mechanisms in communicating with customers and getting their feedback. This is used to periodically review the services matrix, map their customer journey, as well as employing quality monitoring systems in the provision of services in accordance with the Services Guide Customer Charter, adopting a clear strategy in managing service channels.
DEWA provides all its services through smart channels that save time and effort, achieving a smart adoption rate of 93% during Q4 of 2018. DEWA also opened the Future Customer Happiness Centres at Dubai Festival City Mall, Ibn Battuta Mall, and Dragon Mart 2 as well as its centres in Al Twar and Burj Nahar. These centres use AI and robotics in their provision of smart and innovative services.
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