Dubai Electricity and Water Authority (DEWA) organised an online awareness session through Webex meeting app for its employees on Service Level Agreements (SLA) at DEWA. This is part of its continuous efforts to ensure customer service and continuous improvement according to best international practices. The session introduced DEWA’s staff to the SLA Management Framework, shaping services and managing performance, reviewing and improving services. The session also answered employees’ questions and listened to their suggestions in this area.
“DEWA works according to the words of His Highness Sheikh Mohammed bin Rashid Al Maktoum, Vice President and Prime Minister of the UAE and Ruler of Dubai, who once said, ‘Focusing on customer happiness and providing an exceptional customer service experience is key to the success of government work. Successful government entities are those that encourage their employees to give their best, enhance a positive spirit and take initiatives to develop services that make people happy.’ DEWA is organising awareness sessions and training through video conferencing, in adherence to the wise leadership’s directives to undertake all precautionary measures against the outbreak of the coronavirus. These include working from home for more than 6,000 employees, to ensure an ideal workplace that motivates innovation and creativity among our employees, according to the highest international standards. It is also the cornerstone of our corporate success, excellence and the tools to achieve our goals and strategies,” said HE Saeed Mohammed Al Tayer, MD & CEO of DEWA.
“DEWA strives to build the capacity of its staff, sharing knowledge and experiences. This supports our efforts to shape and anticipate the future, keep pace with the Fourth Industrial Revolution, use disruptive technologies such as Artificial Intelligence, Robots, Internet of Things, and 3D printing. DEWA has an integrated strategy to train and develop its employees according to the highest international standards. This helps them keep pace with rapid changes in different areas and familiarises them with the latest developments and technologies in their work. It also enhances the managerial and operational efficiency through adopting the latest scientific approaches and globally accredited systems,” added Al Tayer.
In 2010, DEWA launched the SLA initiative internally across its main operational divisions and supporting divisions, in line with its strategy to improve services. It won the first place for the Distinguished Administrative Initiative at the Dubai Government Excellence Program (DGEP) 2012. DEWA continually strives to apply best practices, advancing its operational performance in terms of time, efficiency, and productivity, for continuous improvement.
In recognition of its efforts in supporting human resources, DEWA won the Great Place to Work Certification from the American Great Place to Work Institute which gives the certificate in collaboration with Fortune magazine to organisations for their excellence in providing the best working environment. DEWA came first in the Happiness Index in the large Dubai government entities category, for the second consecutive year with a 95% happiness level, according to Smart Dubai’s Happiness Index.