Dubai, UAE - 27th  December, 2011: In line with its strategic vision to be "A Recognized World-Class Utility" and its mission to achieve customer satisfaction through effective implementation of the best universal practices to continuously improve its operations and services, Dubai Electricity and Water Authority has launched its Service Level Agreements (SLAs) initiative to achieve internal operational excellence to improve service delivery to customers and guarantee continuous improvement according to industry best practices in this field.

"DEWA is always keen to enhance the efficiency of its administrative and operational and management processes by implementing cutting-edge techniques, methodologies and management systems, which are used around the world. We always strive to implement best practices in order to enhance the performance of our operations in terms of time, efficiency and productivity, in line with our desire to continuously improve. This management system supports DEWA's strategy, which aims to enhance services to promote Dubai's position as the regional hub for business, finance and tourism," said HE Saeed Mohammed Al Tayer, MD and CEO of DEWA.

His Excellency praised the efforts of the initiative's team and the internal teams that contributed to its effective implementation.

Waleed Salman, EVP-Strategy and Business Development, who lead the team working on this initiative, said, "On the successful implementation of this initiative, more than 300 joint operations were streamlined at DEWA, by planning and defining the joint roles and responsibilities of divisions, respectively. Currently, we regularly follow-up on the performance of over 600 operational indicators; these contribute to achieving the targets of DEWA's strategic indicators through an integrated system of performance management. This initiative supports the implementation of DEWA's Vision, Mission and Strategy."

Salman explained that the implementation plan consists of three phases. The initial phase included preparing both the platform and DEWA's employees for the system. The second phase included the signing of targeted service level agreements between DEWA's Divisions. The final phase is a continuous cycle to ensure the effective implementation and continuous improvement of the system to ensure sustainability of desired outcomes.

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© Press Release 2011