DEWA Scores 100% in IDCXS2022 for Second Year

Dubai Electricity and Water Authority (DEWA) has once again achieved a perfect score of 100% in the International Digital Customer Experience Standard (IDCXS2022), marking its second consecutive time receiving this recognition. This remarkable achievement highlights DEWA’s global leadership and its continued success in digital transformation, providing exceptional value-added services for customers.

DEWA received the prestigious ‘Globally Distinguished Digital Services’ classification, which acknowledges its outstanding digital transformation efforts. This is the first global recognition in the newly established IDCXS2022 certification, awarded by the International Customer Experience Institute (ICXI) in collaboration with the British Standards Institution (BSI).

The evaluation process encompassed DEWA’s digital channels, customer happiness policies, Customer Happiness Centres, and performance measurement systems. Field visits to various service centres, including the Customer Care Centre, were also part of the assessment.

His Excellency Saeed Mohammed Al Tayer, Managing Director and CEO of DEWA, credited the wise leadership of His Highness Sheikh Mohammed bin Rashid Al Maktoum, Vice President and Prime Minister of the UAE, and Ruler of Dubai, for DEWA’s success. He emphasized that DEWA’s commitment to innovation and cutting-edge technology has fostered sustainable development and improved quality of life for stakeholders. DEWA’s robust digital infrastructure plays a key role in accelerating digital transformation and ensuring the organization remains adaptable to global trends.

“DEWA was the first organization in the world to adopt and implement the standards of IDCXS2022 in 2022, scoring 100% in its initial assessment. Our continued global achievements strengthen our responsibility to maintain our position as one of the top utilities worldwide,” said Al Tayer.

Al Tayer also reaffirmed DEWA’s commitment to excellence, aiming to be a benchmark in governmental efficiency and performance in Dubai. With a focus on integrated digital services, DEWA’s smart service adoption rate reached 99.50% during the third quarter of 2024.

This achievement underscores DEWA’s dedication to providing world-class digital experiences while maintaining its competitive edge in the utility sector.