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DEWA secures re-certification for ISO 10000 and ISO 18295 series · DEWA Podcasts

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  The Dubai Electricity and Water Authority has
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  secured recertification for the ISO 10000 series
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  related to quality management and customer satisfaction,
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  as well as the ISO 18295 standards for customer
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  contact center management, including ISO 18295
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  -1 -2017 and ISO 18295 -2 -2017. This is a significant
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  achievement. What statement did His Excellency
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  Saeed Mohammed Altair, Managing Director and
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  Chief Executive Officer of the Dubai Electricity
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  and Water Authority, provide regarding this recertification?
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  His Excellency Saeed Mohammed Altair, Managing
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  Director and Chief Executive Officer of the Dubai
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  Electricity and Water Authority, said, Guided
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  by the directives of His Highness Sheikh Mohammed
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  bin Rashid Al Maktoum, Vice President and Prime
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  Minister of the UAE and Ruler of Dubai, we are
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  committed to empowering customers as strategic
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  partners in the design, delivery and evaluation
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  of government services. We remain committed to
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  adopting the latest digital, innovative and resilient
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  technologies to ensure rapid implementation of
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  improvements that exceed the expectations of
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  customers and the community. This ensures a seamless,
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  integrated experience focused on improving quality
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  of life and overall happiness. In accordance
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  with our Services 360 policy, we place our customers
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  at the heart of government service design and
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  delivery, using a design approach that prioritizes
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  their feedback. This strategy supports data and
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  insight -driven decision -making, enabling us
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  to strengthen excellence, leadership, and competitiveness
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  while consistently upholding the highest standards
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  of quality, reliability, sustainability, and
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  efficiency. What performance results did the
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  Dubai Electricity and Water Authority achieve
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  in 2025? His Excellency Saeed Mohammed Al -Tayyar
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  also noted that the Dubai Electricity and Water
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  Authority's fully interactive and integrated
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  Customer Happiness Center achieved outstanding
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  results in 2025, with the service quality level
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  rising to 97 .58%, while the response and resolution
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  rate for customer interactions, including suggestions,
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  feedback, and complaints, stood at 100%. Curiously,
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  could you elaborate on the specific certifications
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  that were renewed? The Dubai Electricity and
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  Water Authority renewed its certification across
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  the ISO 10000 series for quality management and
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  customer satisfaction, including ISO 100001 -2018
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  for codes of conduct, ISO 100002 -2018 for complaints
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  handling, ISO 100003 -2018 for dispute resolution,
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  and ISO 100002 -2018 for dispute resolution.
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  for monitoring and measuring. In addition, the
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  Dubai Electricity and Water Authority was recertified
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  under ISO 18295 -1 -2017 for customer contact
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  center service providers and ISO 18295 -2 -2017
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  for client organizations using customer contact
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  center services. This demonstrates the Dubai
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  Electricity and Water Authority's commitment
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  to maintaining the highest international standards
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  in customer service excellence.