According to Amac News: Based on the UAE state news agency WAM, DEWA has been awarded the title of “Global Digital Service Excellence” by this global standard, which is recognized for its exceptional digital transformation and value-added digital experience for customers.
The report added that this achievement is the first global success in the new certification standard, which is presented by the International Customer Experience Institute (ICXI) in collaboration with the British Standards Institution (BSI).
The assessment process included a review of DEWA’s digital channels and products, customer satisfaction centers, digital transformation policies, as well as performance and results measurement mechanisms.
The process also included field visits to various service centers and the customer service center (call center).
In 2022, Dubai Electricity and Water Authority was the first organization in the world to adopt and implement the IDCXS2022 standards and requirements, achieving a 100% score in its first assessment of this global standard.