DEWA achieves 98.1% in the instant happiness index until the end of June 2022

Dubai Electricity and Water Authority achieved 98.1% in the "Instant Happiness Index" of the Government of Dubai, until the end of June 2022.

The authority has achieved first place in the instant happiness index, which is measured by the Dubai Digital Authority, for the last five years, among the large government agencies.

In 2021, the authority obtained more than 665,000 votes from dealers on all channels, achieving a result of 97.9%, compared to 96.3% in 2020, thus ranking first among all entities that adopt the instant happiness index.

The authority also achieved more than 90% in the study of the Dubai Government Customer Happiness Index conducted by the "Dubai Government Excellence Program" for the year 2021.

The authority stated that it provides all its services around the clock, through many digital channels and platforms, as the instant happiness index is available on all of the authority's channels, which include its website, smart application, and self-service customer happiness centers.

It also has all customer services, contractors and technical consultants.

best practices

Saeed Mohammed Al Tayer, Managing Director and CEO of Dubai Electricity and Water Authority, said: “We work in DEWA within the framework of the vision and directives of His Highness Sheikh Mohammed bin Rashid Al Maktoum, Vice President and Prime Minister of the UAE and Ruler of Dubai, where we adopt international best practices to provide the finest distinguished government services. ».

He added: “The authority has adopted a primary goal within its strategic map, which is directly concerned with the happiness of the concerned groups and providing a smooth and unique experience, and we monitor on a daily basis the level of happiness of customers about government services, as we have put in place work mechanisms and vigorous follow-up to measure live, direct and continuous customer experience, with the aim of enhancing happiness Citizens, residents and visitors.

We are also working within an integrated framework that ensures continuous improvement so that the authority has become a reference for best practices in the field of customer and community happiness.”

leading role

Al Tayer indicated that the authority plays a leading role in implementing the instant happiness index in cooperation with the Dubai Digital Authority, as it is keen to systematically employ measurement follow-up mechanisms, and uses the results in the process of developing services and channels, and enhancing the customer experience, according to advanced mechanisms to communicate with customers to obtain their opinions. , and benefiting from it in the periodic review of the services matrix, charting the customer’s experience, as well as employing quality follow-up systems in providing services in accordance with the customer charter and the service guide, and the adoption of a clear strategy in managing service channels.

He stressed the authority's keenness to listen to the ideas and observations of customers and the community, and to identify their needs to help it develop innovative initiatives and creative ideas that contribute to achieving customers' happiness and exceeding their expectations.

Customer experience

It is noteworthy that in 2021, for the third year in a row, the authority ranked first globally in its application of the requirements of the International Standard Certificate in Customer Experience “ICXS” with its new update “ICXS2019”, which is presented by the “International Institute for Customer Experience”, by achieving a score of 100% within the evaluation system. The certificate, which is the highest in the world in the history of the specification in its updated version.

The certificate is a global standard for evaluating customer service and their experience in obtaining services in major institutions, and aims to help institutions manage and improve customer experience and improve the quality of services provided.

Excellence in service

In a new global achievement, the Dubai Electricity and Water Authority won the “Excellence in Customer Service” award within the “World Council of Excellence” awards for the year 2022, as the first institution in the history of the Council to win more than one award in the same cycle, according to the criteria of the “Malcolm Baldrige Model of Excellence”. , which is the highest level of appreciation of excellence in performance.

The Council, based in New York, praised Dubai Electricity and Water Authority for its success in institutionalizing a culture of excellence and making it a daily practice.

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