6 November 2018
Dubai Electricity and Water Authority (DEWA) won two prestigious awards at the Customer Experience Week Middle East, organised by CX Network at The Meydan Hotel, Dubai. This consolidates DEWA’s excellence in customer experience, meeting their needs, and exceeding their expectations, in line with its vision to become a sustainable innovative world-class utility. During the awards ceremony, Marwan Bin Haidar, Executive Vice President of Innovation and the Future at DEWA, received the two awards in the presence of Mohammed Salem Al Mana, Vice President of Billing Services; Saleh Al Marzouqi, Chief Customer Happiness Officer; and a number of DEWA officials and relevant teams.
DEWA won the ‘Best Customer Experience Leader 2018’ category. This award was given to Marwan Bin Haider, Executive Vice President of Innovation and the Future, in recognition of DEWA’s efforts to enhance customer experience by providing smart services and launching programmes and initiatives to foster innovation. DEWA also won the ‘Best Use of Automation in the Customer Engagement’ category for the ‘One Step’ initiative which was launched in cooperation with Dubai Land Department to facilitate and accelerate the activation and deactivation of electricity and water services, without the need to visit DEWA’s customer happiness centres, while providing additional smart payment options.
HE Saeed Mohammed Al Tayer, MD & CEO of DEWA, expressed his happiness with the awards as they consolidate DEWA’s path to enriching customer experience. Winning such awards is a valuable addition to DEWA’s track record of achievements, especially in respect of customer happiness and comfort.
“DEWA spares no effort to enhance customer experience by speeding up and simplifying procedures, providing smart, innovative and quick services, as well as simple, integrated, and interconnected systems through its smart channels which can be used remotely 24/7; in accordance with the best quality, availability, and reliability, making Dubai's lifestyle experience the best in the world. This is in line with the vision of HH Sheikh Mohammed bin Rashid Al Maktoum, Vice President and Prime Minister of the UAE and Ruler of Dubai, to build the future government, shape the future, evolve and improve government services to make people happy. This also supports the objectives of the UAE Centennial 2071, and the UAE Vision 2021,” said Al Tayer.
“DEWA established its position among the world’s best utilities through continuous improvement of its services based on detailed studies of customer needs, embracing innovation across all its divisions, and implementing the latest global technological solutions in support of the Dubai 10X initiative that aims to propel Dubai ten years ahead of other cities around the world through government innovation. DEWA also achieved a five-star rating for all of its centres with the International Standard for Service Excellence Certificate (TISSE), earning a customer happiness rate of 97% as during the second quarter of 2018,” added Al Tayer.
Al Tayer stressed that DEWA strives to enrich customer experience and provide 7-star customer service at its customer happiness centres. DEWA seeks to turn them into centres for innovation and creativity, in line with its vision to become a sustainable innovative world-class utility. The Future Happiness Centres exemplify DEWA’s efforts to keep pace with the UAE Strategy for Artificial Intelligence and the Fourth Industrial Revolution technologies, such as artificial intelligence (AI), robotics, and the Internet of Things (IoT). DEWA’s Future Happiness Centres at Ibn Battuta Mall, Dubai Festival City, and Dragon Market 2 utilise AI and robotics, providing smart and innovative services to customers.
Additionally, DEWA has designed its centres to be fully accessible to people of determination, achieving its CSR objectives of integrating them within society with new job tracks, helping them overcome challenges in a positive manner as productive and creative individuals.