Sharjah 24: Sharjah Electricity, Water and Gas Authority (SEWA) continues its efforts to implement the best international standards and specifications to provide its services to all customers in accordance with the best international standards. SEWA aims at achieving strategic and operational objectives and keeping pace with the cultural and economic changes in the Emirate of Sharjah under the leadership of His Highness Sheikh Dr. Sultan bin Muhammad Al Qasimi, Member of the Supreme Council and Ruler of Sharjah.

Muhammad Abdullah, Director of the Call Centre Department at SEWA, stressed that the application of standard specifications at work aims at development through the use of the latest administrative and technological methods in management and training of the human element at the highest levels.

Muhammad Abdullah He pointed to the importance of applying quality systems in different technical and administrative departments, to ensure the sustainability of service provision, and the regularity of performance on a well-studied methodological and scientific basis.

Muhammad Abdullah stressed that the call centre received the ISO 9001/2015 certification, as a result of the efforts exerted by all employees to improve performance, adhere to the highest standards and strive for continuous qualification by working in an appropriate environment and complying with the best international quality standards.

The Director of the Call Centre Department at SEWA explained that the call centre relies on a set of procedures and operations focused on achieving the quality policy and objectives to meet the needs of customers in accordance with the required conditions by anticipating risks, taking the necessary measures, identifying opportunities and driving continuous improvement within the work system.

Muhammad Abdullah added that the call centre plan includes raising the level of employees’ performance, raising their awareness, developing their skills, and clarifying the role of internal audit in ensuring quality through objective and independent evaluation of activities and services for improvement, as well as establishing an added value for operations in different departments to contribute to achieving goals and applying administrative methods.