Dubai: In recognition of its excellence across various fields of work, Dubai Electricity and Water Authority (DEWA) won 11 trophies at the prestigious Globee Business Awards in San Francisco, USA. As part of the 13th Annual Golden Bridge Business and Innovation Awards, DEWA earned four awards (two gold and two silver), as well as seven other awards at the 8th Annual 2021 Customer Sales and Service World Awards, including the Grand Globee, four gold, one silver and one bronze.
HE Saeed Mohammed Al Tayer, MD and CEO of DEWA, expressed his delight with this achievement, which underlines DEWA's excellence and its continuous efforts to advance the utility sector by adopting innovation as a solid organisational approach.
“At DEWA, we work in line with the vision and directives of His Highness Sheikh Mohammed bin Rashid Al Maktoum, Vice President and Prime Minister of the UAE and Ruler of Dubai, to improve the services of Dubai Government so that it implements today what other cities will be implementing a decade later. The awards DEWA received at Globee Business Awards underline its excellence and global competitiveness, as well as its tireless endeavours to chart a new future for service utilities around the world. This can be achieved by adopting innovation and making it a pivotal element in continuous development, providing a motivational work environment that encourages employees to be creative, as well as using the latest technologies to provide electricity and water services according to the highest standards of availability, reliability and efficiency. This enhances the happiness of customers and society in general in line with the UAE Centennial 2071, which aims to make the UAE the world’s leading nation by its centennial in 2071,” said Al Tayer.
4 awards at the 13th Golden Bridge Business and Innovation Awards
As part of the 13th Annual Golden Bridge Business and Innovation Awards, DEWA won the gold award in the Achievements in User Experience category for its Innovation Experience initiative, which aims to provide a new experience for DEWA employees using the products and services of the Innovation & The Future division in order to improve efficiency and effectiveness. DEWA was also awarded in gold in the Aggregation Platform category for its Future Signals Catalogue, which enables employees to identify the signals of the future to turn them into initiatives to shape the future. DEWA also earned the silver award in the Enterprise Solution category for its Ma'Rifa (knowledge) Collaboration Platform. This is a smart platform that allows employees to interact with their colleagues to exchange knowledge and collaborate in tasks and projects. Another silver award also went to DEWA in the Information Technology Project or Initiative of the Year category for its Automation of Bank Guarantee Statement initiative to transform bank guarantee to 100% paperless, reducing the time needed to complete the transactions by 80%.
7 awards at the 8th Annual 2021 Customer Sales and Service World Awards
DEWA won the Grand Globee at the 8th Customer Sales and Service World Awards as well as gold awards in Handling Complaints Customer Service & Support Team of the Year and Consumer Products and Services for its Unified Complaints Portal. DEWA also won the gold award for the Best Customer Engagement Initiative of the Year for its Smart Living initiative, which helps customers to reduce their consumption by monitoring their use and comparing it with neighbouring homes. Customers also receive alerts when consumption is high and can monitor their consumption while away from home.
DEWA also won the gold award in the Contact Centre of the Year category. Customers can contact DEWA through several channels, including Interactive self-service (IVR) and email. Customers can also use Hayak, Ash’ir, and robots for live video chat. They can also contact DEWA using Rammas, DEWA’s virtual employee through WhatsApp.
DEWA also won gold in the Customer Service Training or Coaching Programme of the Year category for its Customer Happiness Pioneers Programme. It also won a silver award for Best New Product or Service for Customer Service for its Rammas virtual employee, and another silver award in the Customer Service & Support category for transforming traditional customer happiness centres into self-service centres during Covid-19.
For more information, please contact:
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Dubai Electricity and Water Authority
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© Press Release 2021