Sharjah Electricity wins 4 ISO certificates in the areas of excellence, complaints management, charter and customer satisfaction
Sharjah Electricity, Water and Gas Authority, represented by the Customer Service Department, has obtained 4 ISO certificates, including ISO 23592:2021 in the field of service excellence, as the first government authority in its various sectors to obtain this certificate in the world by applying all the systems and standards followed globally to obtain this certificate, as a culmination of its commitment standards of excellence in services provided to customers.
The Customer Service Department also obtained the ISO 10004:2018 certificate for the Customer Complaints Management System, in addition to obtaining the International Standard Certificate for the ISO 10004:2018 Customer Satisfaction Monitoring and Measurement System and the ISO 10001:2018 Certificate for the Customer Charter Management System to add this achievement to its record of excellence.
The Executive Director of the Sharjah Electricity, Water and Gas Authority, Abdullah Abdul Rahman Al Shamsi, stressed that obtaining 4 international certificates reflects the authority’s continuous efforts to implement the best standards to provide the best services to customers and to prepare a specific strategy to resolve customer complaints in accordance with a clear charter regulating its commitment to them, given that customer complaints are one of the most important axes. Which we focus on in order to improve services by providing an environment that pays great attention to their feedback, which are necessary tributaries to the process of continuous development and improvement.
He explained that the authority is working to implement the vision and directives of His Highness Sheikh Dr. Sultan bin Muhammad Al Qasimi, Supreme Council Member and Ruler of Sharjah, by adopting best practices to develop services and improve performance on an ongoing basis, in order to ensure the highest levels of customer satisfaction with the services provided and to follow the best strategies to implement international standards in All areas of work, and the continuous keenness to receive, study and implement customers’ observations in a way that contributes to achieving their aspirations and happiness, and maintaining leadership in providing services that support the permanent trend of the Emirate of Sharjah towards excellence in various fields.
The Director of the Customer Service Department, Hamed Taher Al-Haj, stressed that the continuous development of the customer service offices and management and the quality of services is a priority in the authority’s strategy, which works to provide the best distinguished services using qualified human cadres and advanced technical systems in accordance with the highest quality standards, in implementation of the directives of His Highness Sheikh Dr. Sultan Bin Muhammad Al Qasimi, Member of the Federal Supreme Council and Ruler of Sharjah, may God protect him, which focuses on innovation and continuous development of services and providing them to customers through multiple channels.
He pointed out that the authority's strategy includes taking all measures to ensure the continuity of applying quality systems, providing the latest applications and technologies, providing multiple means for customers to complete their transactions in the fastest time and with complete comfort, and continuing training and qualification for employees, to contribute to achieving the authority's objectives and providing the best service to customers, where subscribers service offices are the interface. The front of the body in communicating with various groups.
He expressed his thanks to all those who contributed to achieving this achievement, and for their efforts and perseverance that elevate the level of responsibility at work and reflect institutional loyalty.
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