DEWA receives ISO 10004:2012 certificate for customer satisfaction

Dubai, UAE, 3 August 2016: Dubai Electricity and Water Authority (DEWA) has successfully enhanced its track record by once again receiving the ISO 10004:2012 certification, for defining and implementing processes to monitor and measure customer satisfaction. HE Saeed Mohammed Al Tayer, MD & CEO of DEWA, received the certificate from representatives of the international evaluating organizations. This certification enhances the ongoing improvements to make the customers happy while exceeding their expectations.

“DEWA adheres to the directives of HH Sheikh Mohammed bin Rashid Al Maktoum, Vice President and Prime Minister of the UAE and Ruler of Dubai, to achieve the highest standards of quality and excellence in all its operations. We are also keen on achieving the objectives set by the Dubai Plan 2021, which aims to put Dubai government at the forefront of excellence and innovation, meeting the needs of its customers and the community, in addition to achieving DEWA’s vision of becoming a sustainable innovative world-class utility. DEWA has implemented an excellent, innovative customer service process, to ensure the happiness of its stakeholders, and improve the quality of all services,” said HE Saeed Mohammed Al Tayer, MD & CEO of DEWA. 

“This certificate is significant evidence for how different teams at DEWA work together to achieve such remarkable results. It also goes in line with the UAE’s Smart Government initiative, which provides customers with access to all services through mobile devices and online platforms,” added Al Tayer.

Al Tayer emphasised that customers’ feedback is of the utmost importance to DEWA, being a key contributor to the ongoing improvement and development process. This raises the level of customers’ happiness with regard to government services. 

“All DEWA’s initiatives are based on mutual interaction with our stakeholders. So, we listen carefully to their feedback, ideas and comments, and translate such ideas into services and initiatives meeting their needs and exceeding their expectations,” Al Tayer concluded.  

“DEWA has received such a prestigious certificate as a result of its intensive efforts to achieve the happiness and satisfaction of customers. DEWA achieves this by providing customers with a friendly and caring environment, and ensuring high quality services. DEWA strives to meet customers’ needs by adopting innovative processes and tools taking its service to the higher levels according to the best standards of efficiency, availability and reliability,” said Abdullah Al Hajri, Executive Vice President of Customer Happiness at DEWA.