Dubai: The Mohammed Bin Rashid Housing Establishment (MBRHE) has achieved a significant institutional milestone by obtaining a 100% accreditation score in the International Employee Happiness and Wellbeing Standard (IEHWS) and the International Digital Customer Experience Standard (IDCXS). These standards are issued by the International Customer Experience Institute (ICXI) and accredited by the British Standards Institution (BSI), underscoring MBRHE’s commitment to global best practices in employee and customer experience.
According to Emirates News Agency, MBRHE is the first entity in the Middle East and Africa region, and the first housing entity, to receive both the IEHWS and IDCXS certifications simultaneously with a perfect evaluation score. This achievement demonstrates the Establishment’s leadership and dedication to applying international standards at the highest levels of excellence.
The accomplishment reflects the maturity of MBRHE’s institutional framework and its ongoing efforts to enhance employee happiness and wellbeing as a key pillar supporting excellence and innovation. It also shows the Establishment’s commitment to advancing and governing the digital customer experience across multiple channels, ensuring the delivery of proactive, integrated, and seamless government services centered on customer needs and aligned with their aspirations.
The accreditation contributes to enhancing the efficiency of housing service delivery, elevating customer satisfaction levels, and strengthening the internal work environment in support of sustainable institutional performance. The IEHWS and IDCXS standards are prominent international benchmarks focusing on creating a positive work environment and developing digital customer experiences through integrated journeys and service quality measurement.
Thilal bin Quraish Al Falasi, Assistant Chief Executive Officer for the Corporate Support Sector at MBRHE, emphasized that achieving 100% accreditation in these standards is an international testament to their commitment to placing people at the center of development efforts, whether by enhancing the internal work environment or advancing the digital customer experience.
Ilias Karampoikis, Commercial Director, Southern Europe and META, highlighted that enhancing customer and employee experience can bring significant benefits to everyone engaged with the organization. By aligning with international best practices, MBRHE demonstrates its commitment to strengthening the way it serves UAE citizens, delivering seamless customer experiences, and fostering employee health and wellbeing.
This achievement aligns with the Government of Dubai’s vision of global leadership in quality of life and reinforces an integrated government model focused on delivering innovative, high-quality digital services. It results from integrated efforts across all sectors and departments, supported by continuous improvement and the adoption of international practices in governance and institutional innovation.
This milestone further reinforces MBRHE’s position as a leading government model in adopting specialized international standards and advancing institutional excellence and sustainability.
