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Dewa headquarters in Dubai

Dewa receives highest grade in TISSE certification

DUBAI, November 26, 2018

Dubai Electricity and Water Authority (Dewa) has received the highest grade in The International Standard for Service Excellence (TISSE) certification from The International Customer Service Institute (TICSI) for the second consecutive year.

Dewa achieved a score of 98.3 per cent in 2018 compared to 98 per cent in 2017, consolidating its efforts to provide the best services to its customers through a variety of digital channels that offer fast, easy, and secure options to complete their transactions, coupled with integrity and reliability of procedures, and the professionalism of its service providers.

Saeed Mohammed Al Tayer, MD & CEO of Dewa, expressed his pleasure in receiving the highest grade in TISSE certification from TICSI for the second consecutive time, which is a valuable addition to Dewa’s track record of achievements, especially in the field of customer happiness and convenience.

“Dewa’s initiatives are in line with government directives to create a new future by innovating solutions that change people's lives for the better. These initiatives reflect Dewa’s eagerness to create an integrated system to enhance the role of customers as key elements for continuous improvement and development of existing services,” he said.

“This is achieved by opening channels of effective communication with them and benefiting from their opinions and suggestions in designing and creating services that meet their expectations. At Dewa, we are keen for our services to stay updated with the rapid changes at the local and global levels and be pioneers in providing the best electronic and smart services. Dewa is leading a radical shift towards a new digital future for Dubai by providing sophisticated, futuristic self-services that surpass current needs and exceed all expectations.

“The improvement process at Dewa is based on detailed studies of customer needs, adopting innovation as the foundation to benefit from these studies, and transforming challenges into opportunities while establishing new solutions that save time, effort, and money. Dewa achieved a five-star rating in all its centres in the 2017 TISSE certificate and a 97 per cent happiness rate in its customer happiness centres by the end of Q3 2018. Dewa strives to enrich customer experience and contribute to providing the highest quality services at customer happiness centres to transform them into centres for innovation and creativity.

“The Dewa Future Happiness Centres initiative is in line with the UAE Strategy for Artificial Intelligence and Dewa’s efforts to keep pace with the Fourth Industrial Revolution using Artificial Intelligence (AI), robotics, and the Internet of Things (IoT). The Dewa Future Happiness Centres at Ibn Battuta Mall, Dubai Festival City, Dragon Market 2, Al Twar Centre, and Burj Nahar Centre use AI and robotics, providing smart and innovative services to our customers,” concluded Al Tayer.

Additionally, Dewa has designed its centres to be fully accessible to people of determination, as part of its corporate social responsibility for their integration into mainstream society, with suitable jobs, helping them overcome challenges in their social environment to become productive and creative individuals. – TradeArabia News Service




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