Dubai Electricity and Water Authority (DEWA) has once again secured a perfect 100% score in the International Digital Customer Experience Standard (IDCXS2022) certification. This exceptional achievement underscores DEWA’s global leadership in digital transformation and its commitment to elevating customer experiences. The accolade marks DEWA’s consistent efforts in embracing innovation and cutting-edge technology to enhance service excellence.
Setting a Global Benchmark in Digital Services
DEWA’s recognition with the ‘Globally Distinguished Digital Services’ classification highlights its role as a pioneer in integrating digital technologies into utility services. This accolade is the first of its kind under the new IDCXS2022 certification standard, established by the International Customer Experience Institute (ICXI) in partnership with the British Standards Institution (BSI). DEWA’s achievement in the first assessment of this updated global standard further cements its position as a trailblazer in digital customer experience.
A Comprehensive Evaluation Process
The rigorous evaluation encompassed several aspects of DEWA’s operations, including:
- Digital Channels and Products: Assessing the availability and functionality of digital services.
- Customer Happiness Centres: Evaluating the in-person service experience.
- Policies and Transformation: Reviewing DEWA’s commitment to digital transformation and customer-centric policies.
- Performance Metrics: Measuring results through established frameworks.
Field visits to various service centres and the Customer Care Centre were integral to the assessment, ensuring a thorough evaluation of service delivery across all touchpoints.
Leadership’s Vision and Commitment
His Excellency Saeed Mohammed Al Tayer, MD & CEO of DEWA, credited the visionary leadership of His Highness Sheikh Mohammed bin Rashid Al Maktoum for driving DEWA’s success. “DEWA has become a global benchmark for digital maturity, employing advanced technologies to enhance sustainability, quality of life, and stakeholder happiness. Our digital infrastructure empowers us to remain agile and proactive in addressing global trends and challenges,” he said.
Al Tayer also emphasized DEWA’s responsibility to maintain its competitive edge, noting that smart adoption of services reached an impressive 99.50% in Q3 2024. This demonstrates the organization’s dedication to continuous improvement and operational excellence.
About IDCXS2022
The IDCXS2022 certification is built on the globally recognized 5Ps Service Excellence Model, developed at Brunel University. This model evaluates service quality through policies, digital channels, processes, people, and performance measurement. Over 200 organizations worldwide have implemented the standard, with many transitioning to the digital-focused IDCXS2022 framework. DEWA’s achievement in this standard reflects its ability to deliver measurable value and drive stakeholder satisfaction.
Transformative Benefits for Customers and Stakeholders
By achieving the IDCXS2022 certification, DEWA has demonstrated its ability to:
- Enhance customer happiness and loyalty.
- Improve employee engagement.
- Foster stakeholder satisfaction.
- Streamline processes for continuous improvement.
This achievement reaffirms DEWA’s position as a global leader in utility services and a model for digital excellence.
