In a significant milestone underscoring Dubai's digital transformation, the Dubai Electricity and Water Authority (DEWA) has received the prestigious International Digital Customer Experience Standard (IDCXS2022) certification.
The accolade was presented to HE Saeed Mohammed Al Tayer, MD & CEO of DEWA, by a delegation from the British Standards Institution (BSI), in the presence of DEWA’s Executive Vice Presidents and senior officials.
DEWA made history as the world’s first organisation to adopt and implement IDCXS2022, achieving the highest possible score of 100% for the third consecutive year. The evaluation, conducted by the International Customer Experience Institute (ICXI) in collaboration with BSI, reaffirmed DEWA’s position as a global pioneer in digital customer service excellence.
“Our strategy aligns with the vision of His Highness Sheikh Mohammed bin Rashid Al Maktoum, who emphasised that excellence is a continuous journey. With smart adoption reaching 99.5% in 2024, we are committed to delivering seamless, world-class digital experiences that prioritise customer happiness,”
said Al Tayer.
The IDCXS2022 standard sets a global benchmark for assessing digital service quality, with DEWA undergoing extensive evaluation through digital channel reviews, advanced virtual tours, and on-site assessments at Customer Happiness Centres.
Waleed bin Salman, Executive Vice President of Business Development and Excellence, highlighted DEWA’s role as a global model of innovation and excellence. Meanwhile, Marwan Bin Haidar, Executive Vice President of Innovation and the Future, noted that AI-powered tools, including DEWA’s virtual assistant Rammas, enhance customer convenience by offering 24/7 services across platforms like WhatsApp, Facebook, Google Home, and Amazon Alexa—in Arabic and English.
With fully autonomous Customer Happiness Centres and an expanding suite of AI-driven services, DEWA continues to redefine what digital excellence looks like on a global scale.
News Source: Dubai Media Office
