DEWA presents its pillars of major excellence during 9th Government Best Practices Forum 2016

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Dubai, UAE: Dubai Electricity and Water Authority (DEWA) participated in the 9th Government Best Practices Forum, on 25-26 October 2016, at the Dubai World Trade Centre (DWTC). The event was held under the patronage of HH Sheikh Mohammed bin Rashid Al Maktoum, Vice President and Prime Minister of the UAE and Ruler of Dubai, and organised by the Dubai Government Excellence Program under the theme ‘Government of Youth… Government of the Future.’

The 9th Best Government Practices Forum played an important role in enhancing skills and exchanging knowledge among government organisations, to achieve excellence and improve performance. This year’s forum included panel discussions and awareness lectures by experts in government excellence. It also featured presentations on success stories, best applications and practices taken from the government presented by the winners of awards like the Distinguished Corporate Excellence, the Administrative Excellence, the Distinguished Professional Employee, and the Innovation category of the Dubai Government Excellence Program. The Forum covered the excellent international practices and experiences related to the youth and the future with participation of international spokespersons.

HE Saeed Mohammed Al Tayer, MD & CEO of DEWA delivered a keynote speech, where he talked about DEWA’s excellence journey and how it contributes to the competitiveness and welfare of the UAE and Dubai.

“The forum is inspired by the vision of His Highness, to enhance the participation of youth in society, and in different fields of government, to prepare them to become exceptional leaders of the future. The Forum will prepare our youth to spearhead sustainable development to achieve the strategic objectives of the future, in an environment that encourages innovation and creativity. The 9th best Government Practices Forum plays an important role in enhancing skills and exchanging knowledge between government organisations, to achieve excellence and improve performance. The forum has become a platform to show best practices, discuss subjects concerning the next generation and their expectations, and allows for practical solutions and innovative ideas, to tackle the challenges faced by our youth. DEWA benefits from all opportunities to enhance cooperation, and exchange knowledge to achieve integration among government entities. DEWA supports The Leader of the 21st Century programme, launched by His Highness Sheikh Mohammed bin Rashid Al Maktoum. The programme has become a model that can be followed by the international community, and as an example of government leadership, based on development and innovation. The programme supports a clear vision for standards for an advanced country, with a smart future government that is capable of attracting the most efficient and skilled Emiratis from the public and private sectors. The programme will provide training opportunities to develop leadership skills, to develop the best national leadership in the world, in support of the UAE Vision 2021. DEWA looks at the youth as the driving force behind ensuring a sustainable future. They are the leaders of the future and the corner stone for our sustainable development. We are committed to contributing towards the success of the initiatives targeting the youth as part of our efforts to achieve the Dubai Plan 2021, to make Dubai a city of happy, creative and empowered people,” said HE Saeed Mohammed Al Tayer, MD & CEO of DEWA.

DEWA presents its pillars of major excellence during 9th Government Best Practices Forum 2016

“Dubai’s outstanding entities have achieved a distinguished level of performance, and strive to maintain this through meeting and exceeding the needs and expectations of stakeholders Entities adopt standards of sustainable excellence, according to a clear and comprehensive strategy for work across all fields. They work to ensure the adoption of excellence as part of daily life, and work to implement these concepts efficiently. This is a result of applying sustainable excellence. DEWA has won over 130 local, regional, and international awards and certificates over the past three years, including winning gold in the Dubai Human Development Award and Dubai Quality Award. One of DEWA’s most prominent achievements this year is its winning the most number of awards at the 9th Dubai Government Excellence Program. This year, HH Sheikh Mohammed Bin Rashid Al Maktoum honoured DEWA with 6 awards under the Dubai Government Excellence Program. Three of them were in the Excellence categories, namely, Distinguished Government Entity, Financially Distinguished Performance, Distinguished Entity in Government Communications, Creative Idea Award, Distinguished Employee Award, and the Unknown Soldier Award. DEWA’s acceptance of the Distinguished Government Entity award during the 9th Dubai Government Excellence Program was significant as it broke the record for the highest mark scored by a government organisation for government excellence in Dubai. DEWA got 641 out of 1,000. This is the highest grade ever received by a government organisation since the inception of the Dubai Government Excellence Program. The record will require exceptional competition in order to be surpassed. Since the launch of the Dubai Government Excellence Program, DEWA has received a third of the Distinguished Government Entity awards. HH Sheikh Mohammed bin Rashid Al Maktoum, once observed that “every challenge is an opportunity for learning, a chance to test our capabilities and knowledge.’ This is the foundation of the leadership’s vision that has paved the way for us to build a brighter future, in which motivates us to work hard, and with determination, in adherence with our vision to become a sustainable innovative world-class utility. Challenges will arise, though meeting our aspired objectives is not impossible. DEWA works to stand at the forefront locally, regionally, and internationally. We work in adherence with a clear vision with the spirit of teamwork. We have not, and will not settle with our achievements over the years, but will learned from our experiences, and will achieve our aspiration of reaching the pinnacle. We do not rest on our laurels. Instead, we constantly strive to do better, being inspired by His Highness Sheikh Mohammed bin Rashid Al Maktoum, who once observed that, ‘Success is not a destination, but a journey. Each time that you reach a summit on this journey, you must look ahead to the next one,”” added Al Tayer.

“The secret to our success lies in our adoption of excellence as part of our corporate culture. We have become international role models for our performance indicators. We have accomplished unprecedented achievements both locally and internationally. The UAE, represented by DEWA, has been ranked first in the Middle East and North Africa and fourth globally for the Fourth consecutive year for getting electricity as per the World Bank’s Doing Business 2017 report. DEWA’s figures reached 3.87 minutes, compared to 15 minutes recorded by leading utilities in the European Union and the USA. Reducing losses in power transmission and distribution networks to 3.3%, compared to 6-7% in Europe and the USA. Water network losses decreased to 8.2%, compared to 15% in North America, achieving global results in reducing water losses. DEWA sustainably improved the design of water and power infrastructure, to improve the fuel consumption efficiency rate by 90%, and 27% for ongoing improvement between 2006 and 2015,” explained Al Tayer.

“Ensuring wise Governance is a fixed value for us, we adopt the best international standards and practices based on wise governance, transparency, flexibility, and corporate rigidity. We also provide an environment that motivates excellence, innovation and creativity. We strive to activate the possibilities and adopt modern systems to achieve remarkable results, ensure international leadership, and continue our journey of excellence. DEWA’s top management plays a leading role to instil a culture of leadership, along with its values, to achieve DEWA’s vision to become a sustainable innovative world-class authority. DEWA has established an innovative and flexible strategy that that responds efficiently to changes in the government’s strategic directives. This is one of the major elements of success in strategic planning and management. Our strategy is directly linked to the UAE Vision 2021 and the Dubai Plan 2021. HH Sheikh Mohammed bin Rashid Al Maktoum launched the Dubai Clean Energy Strategy 2050, which has played a major role in our journey towards achieve our objectives and strategic proprieties. The strategy initially targeted the energy mix to be 71% from natural gas, 12% from nuclear and clean coal, and 5% from solar energy. Our objectives have now change to include 25% from clean energy, 7% from clean coal, and 7% from nuclear power, and 61% from natural gas. The Mohammed bin Rashid Al Maktoum Solar Park, which is the largest single-site solar park in the world with a planned capacity of 1,000MW by 2020 and 5,000MW by 2030, This contributes towards achieving the strategy. DEWA’s strategy is based on analysing the surveys of the stakeholders’ happiness to regularly review our objectives regarding our customers’ needs, predict future results through planning scenarios. We evaluate progress towards achieving our vision, based on indicators related to our strategic goals. The general rate for achieving these strategic goals in 2015 was 91%. DEWA has established long-term plans to ensure a sustainable future, and that respond efficiently to changes, enhance international partnerships, attract international and national potentials, develop corporate capabilities and latest techniques, and accurately manage assets through a structure that adheres to plans and operations. This is achieved by implementing 3D sustainability, and the triple-bottom approach based on economy, environment, and society. DEWA has incorporated a flexible, rigid and sustainable financial management system that has earned DEWA the strongest credit rating, according to international credit rating organisations. DEWA is the only organisation in Dubai to receive the Baa1 certification from Moody’s Investors Service, and a ‘BBB+’ long-term corporate credit rating from the credit rating agency’s Standard & Poor’s (S&P) 2014-2015.” Continued Al Tayer.

“Our wise leadership plays an important role to motivate government organisations to achieve excellence, in addition to launching strategies, plans, initiatives, and programmes, while following up on their implementation. HH Sheikh Mohammed bin Rashid Al Maktoum hosts international conferences in Dubai, and internationally, with participation of experts and specialists from all around the world. These conferences play host to a number of initiatives and strategies, these include the World Green Energy Summit (WGES) 2016, which was held earlier this month under the patronage, and with the attendance of, HH Sheikh Mohammed bin Rashid Al Maktoum. The third WGES was held in Dubai under the new major theme of ‘Driving Global Economy.’ HE Saeed Mohammed Al Tayer launched the World Green Economy Organisation, with the support of the Government of Dubai, and in partnership with the United Nations Development Programme (UNDP), which will be based in Dubai. DEWA participated in the 21st Conference of the Parties (COP21) representing the UAE. Dubai’s latest projects gained international attention during its recent participation in COP21, which 190 countries worked cohesively to come to an agreement, and to discuss what was needed to be done until 2020, to successfully limit climate change. The support of the wise leadership enhances our commitment towards transforming, and focusing on clean energy. Last November, HH Sheikh Mohammed bin Rashid Al Maktoum, launched the AED 100 billion Dubai Green Fund, that will provide financial tools for clean energy investors in the Emirate. The initial Capital will be provided by Government of Dubai and DEWA. Over USD 30 billion worth of green Investment is anticipated in Dubai by 2030 from other sectors and entities. In adherence with the directives of the wise leadership of the UAE in respect of shaping the future and supporting the national human resources, DEWA has signed several Memorandums of Understanding (MoU) with international organisations, for exchanging skills and learning about international developments in energy, water, and environment. This reflects DEWA’s commitment to exchanging information with employees and their peers in the international organisations. The leadership plays a major role in managing and implementing strategic directives, in any organisation. DEWA encourages employees, while providing them with a motivating environment to achieve set objectives and DEWA’s vision. DEWA provides employees with an environment capable of empowering and qualifying them, and improving their capabilities, while highlighting their role as major elements of DEWA’s success and excellence. Human skills are a main contributor towards DEWA’s success and excellence. DEWA is committed to meeting and exceeding the needs and expectations of employees, while working to continuously motivate them. Our integrated corporate governance system ensures transparency, integrity, and the implementation of a firm, balanced and flexible monitoring system, and encourages flexibility across all aspects of daily work. It features clear identification of decision making roles that adhere the responsibilities incorporated with each role. DEWA’s people are a major pillar of its success. Over 10,000 employees from 63 different nationalities work at DEWA. DEWA defined its current and future needs to achieve our strategic qualitative and quantitative objectives. DEWA’s Human Resources Division works based on an integrated framework of policies and systems, applying HR strategy that aims to achieve happiness based on best practices. DEWA established the Centre for Assessment and Development of Human Resources, as well as a system to measure productivity. DEWA developed a framework for technical and behavioural potential that links the personal goals of each employee with our strategic goals. DEWA supports its female employees and has also launched initiatives to support its employees with disabilities. These include the Absher, and Omniyati initiatives. DEWA launched its Employee Happiness department and developed the Employee Happiness strategy, to help employees achieve a balance between their work and personal lives. DEWA adopted the Emiratisation strategy as a strategic objective, and offer programmes such as expeditions, scholarships, and the DEWA Academy. DEWA won a lot of local and international awards for this.”

“We strive to achieve the happiness of our customers, and provide services with added value. We follow up with customers on their experience, and measure the effectiveness of our services by conducting Mystery Shopper surveys, customer happiness reports, and providing a customer complaint system. We measure customer experience indicators to provide service and define opportunities for improvement. To provide 7-star services, we redesigned our centres to meet the needs and expectations of our customers. We are committed to providing our customers with the best customer service experience. We consider the needs and expectations of our customers when improving services, which are provided 24/7. This saves time, money, and effort, and facilitates procedures, through providing smart innovative services that adhere to the most up-to-date technologies, achieving the happiness of customers. We have a customer service division in our organisation that supports our 750,000 customers with 15 customer centres and call centres. We provide all of our services via our website and smart apps, which supports well-used mobile operating systems. It provides an integrated group of services that meets customers’ needs, and includes 150 smart services and features. We provide customers with value-added initiatives (TAM, QAFAY, TARISH, Hayyak, Asher, Ashal, Tarsheed, Shura, DEWA’s Smart Centre, Tayseer, and other initiatives). In 2014, we achieved a customer satisfaction index of 94.3%, while the Happiness Meter surpassed 95.7%, which is the highest in the world. DEWA has become a role model through its portfolio of diverse work to ensure financial sustainability. DEWA has shares in a number of entities and companies, through which DEWA contributes to, such as Mai Dubai, Etihad Energy Service Company (ESCO), Jumeirah International Energy Company, the Emirates Central Cooling Systems Corporation (Empower), Shuaa Energy 1, Engineering Consultancy Company to cooperate with RWE, the Dubai Carbon Centre of Excellence (Dubai Carbon), Federal Electricity and Water Authority (FEWA), and Ducab. DEWA has created a leading model for its work, through smart initiatives such as Shams Dubai, which allows customers to export surplus solar energy produced at houses and companies, to DEWA’s grid. DEWA’s work also includes establishing active partnerships with the private sector, based on the IPP model, and the Green Charger initiative, to establish the infrastructure required to charge electric vehicles. Our flexibility and agility actively contributes to our journey towards excellence. We define opportunities for growth and development by analysing the internal and external environment, the needs of stakeholders, the needs of the energy and water sectors, and producing short -and long-term demand forecasts. We successfully carry out flexible strategic approaches to support Dubai and the UAE: these include Sustainability 2012, Smart Government 2013, Smart Dubai 2014, and Innovation 2015. We translated our strategic plans into initiatives and projects, which were then implemented in record time. Our Risk Management and Business Continuity Management are based on internal and international standards. We launched the first specialist cyber-security centre to protect Dubai Government from potential security threats. Our agility is reflected by reducing the process of getting electricity from 3 to 2 steps, and reducing the time taken to do this from 32 days to 10. We achieved a 100% smart transformation in less than a year after the Smart Dubai initiative was announced. Smart adaptation reached 69%, which is the highest percentage in the government. DEWA builds strong infrastructure and develop excellent corporate capabilities. We work tirelessly to enhance our installed capacity, which is currently 9,900MW of electricity and 470 million imperial gallons of desalinated water per day (MIGD). DEWA completed M-Station, the newest and largest power production and desalination plant in the UAE, with a total capacity of 2,060MW of electricity and 140 MIGD. The expansion project includes new power generation units to be added to the current capacity of the station to eventually produce 2,760MW. We are currently working towards the completion of one of the world’s most efficient smart grids. We have allocated AED7 billion worth of investments to the development of smart grids. We launched 3 smart initiatives to support the Smart Dubai initiative. These include Shams Dubai, Smart Meters, and Green Charger to establish electric vehicle charging stations. We are currently implementing the international SAP Enterprise Resource Management system, which plans to save AED69 million annually. DEWA has allocated over AED 2.6 billion towards the development of world-class electricity and water infrastructure in the Emirate, ahead of the World Expo 2020,” stated Al Tayer.

“DEWA is the first government organisation to adopt applied sustainability and 3D sustainability as part of its strategic vision, and as part of its 5-pillar plan to achieve long-term sustainability objectives, beginning with starting from sustainable growth. In 2014, we updated our strategy to facilitate 3D sustainability, the triple-bottom approach based on economy, environment, and society. We created the Climate Change & Sustainability department and adopted the motto, ‘For Generations to come.’ We also launched the Sustainability Report, which is released annually. The first report was released in 2014, and the second in 2015. DEWA updated its vision in 2015 to include innovation. Its vision is now “to become sustainable innovative world-class utility.” DEWA has diversified our sustainability initiatives to include energy and water demand side management, to reduce energy demand by 30% by 2030. Electricity and water conservation programmes save over AED 840 million. Our Sustainable Building is the largest government building in the world to secure a LEED Platinum rating for green buildings, and we generate electricity at buildings using solar energy through Shams Dubai. DEWA developed Corporate Social Responsibility (CSR) and received several international certificates including the Social Accountability Certification SA8000. DEWA launched over 66 initiatives during 2015, and accumulated over 14,000 employee voluntary work hours, achieving a community happiness rate of 87%. As a result of His Highness Sheikh Mohammed bin Rashid Al Maktoum announcing the fourth-generation governance system, DEWA adopted the mechanism of immediate Implementation of the fourth generation of government excellence, to improve government work on innovative standards based on results that focus on excellence in government services across the main segments, as they are key elements towards achieving success. DEWA will continue achieving excellence. I would like to conclude with a quote by His Highness Sheikh Mohammed bin Rashid Al Maktoum, “The march of excellence continues and does not stop at any limits or borders. Today we want to build on this success to move ahead to a new stage whose title is result-oriented excellence,” concluded Al Tayer.

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