DEWA monitors 600 indicators that contribute to the utility’s strategic targets through an integrated system of performance management
Dubai Electricity and Water Authority (DEWA) has successfully implemented a Service Level Agreements (SLAs) initiative to achieve internal operational excellence, improve service delivery to customers and embed continuous improvement in line with industry best practices.
“DEWA is always keen to enhance the efficiency of its administrative and operational and management processes by implementing cutting-edge techniques, methodologies and management systems, which are used around the world,” said HE Saeed Mohammed Al Tayer, MD and CEO, DEWA.
“More than 300 joint operations were streamlined by planning and defining the joint roles and responsibilities of divisions,” said Waleed Salman, EVP-Strategy and Business Development, who led the team working on this initiative. “Currently, we regularly follow-up on the performance of over 600 operational indicators; these contribute to achieving the targets of DEWA’s strategic indicators through an integrated system of performance management. This initiative supports the implementation of DEWA’s Vision, Mission and Strategy.”
Salman explained that the implementation plan consists of three phases. The initial phase included preparing both the platform and DEWA’s employees for the system. The second phase included the signing of targeted SLAs between DEWA’s divisions. The final phase is a continuous cycle to ensure the effective implementation and continuous improvement of the system to ensure sustainability of desired outcomes.
