(MENAFN Press) The Customer Relations Department at Dubai Electricity and Water Authority (DEWA) has been certified to ISO 10002 for quality in customer satisfaction through the effective management of the eComplain System. Bureau Veritas certified the operations of the department for its smooth and efficient rectification of customer complaints and swift responses using the online platform, which was adopted in 2007.
"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. This is also a clear example of how different teams at DEWA work jointly to achieve remarkable results, and is a perfect fit to the UAE's smart governance initiative, where all services can be accessed over mobiles and online platforms. The high standards of customer service that we set in turn enable us to support Dubai's sustainable development and further establish its credentials as a strong business hub," said HE Saeed Mohammed Al Tayer, MD and CEO of DEWA.
"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. The ISO certification underlines the commitment of DEWA to implement global best practices relating to managing complaints, and ensuring the highest levels of customer satisfaction," said Dr. Yousef Al Akraf, Executive Vice President of Business Support and Human Resources at DEWA.
"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," said Abdullah Al Hajri, EVP of Customer Relations of DEWA.
DEWA consistently seeks to meet customer needs by working on innovative ways to elevate the service levels as per the highest standards of efficiency and reliability. DEWA also closely monitors the latest international developments in customer service, to further improve its services.
By launching several initiatives and campaigns and adopting the most advanced technological solutions to complete all customer-related transactions, DEWA is fully aligned with Government of Dubai's vision to adopt the latest technology-driven services, achieve breakthroughs in services to satisfy its partners and customers, and fulfil Dubai's vision of scaling up the quality and speed of the services of its governmental departments.