The customer relations department at Dubai electricity and water authority (DEWA) acquired the ISO 10002 certificate for excellent service. The success is majorly attributed to the scrupulous management of its eComplain system for discontent customers. The department’s online operations, implemented in 2007, were certified by bureau veritas as extremely smooth and efficient in responding to customers and redressing their complaints.

Customer service at DEWA is all about innovating and observing plus embracing the hottest international trends. Nevertheless, all practices are essentially required to be efficient, reliable and high-quality. Abdullah Al Hajri, EVP of Customer Relations of DEWA, said,”At DEWA , we are constantly focused on enhancing customer service standards and by drawing on the latest technologies to provide prompt and quality service to our customers. The eComplain system enables our customers to quickly provide their feedback, which in turn strengthens our ability to improve our services and meet the needs of our customers. We have created a truly world-class customer-focused environment at the Customer Relations Department, as highlighted by the ISO certification.”

While talking about his stance on customer service and the practices that prevail at DEWA, Yousef Al Akraf, Executive Vice President of Business Support and Human Resources at DEWA said, “DEWA has adopted an effective and efficient complaint-handling process to increase customer satisfaction and loyalty, and to improve quality of the services provided. This unified system comprises a set of interrelated activities that function harmoniously and use various channels, information, material, financial and infrastructural resources to conform to the eComplain handling policy to achieve its objectives.”

Government of Dubai’s vision about service sector was largely technology-oriented, and DEWA has fully come up this expectation by setting off several initiatives, campaigns and advanced technological solutions for customer-related transactions. HE Saeed Mohammed Al Tayer, MD and CEO of DEWA, said, “The ISO 10002 certification for our Customer Relations Department underlines our vision to become a sustainable world-class utility, and our commitment to achieving the vision of HH Sheikh Mohammed bin Rashid Al Maktoum, Vice President and Prime Minister of the UAE and Ruler of Dubai, to establish a culture of all-round excellence.” He said that this accomplishment “is a perfect fit to the UAE’s smart governance initiative, where all services can be accessed over mobiles and online platforms.”