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Dubai Electricity & Water Authority | Kuwaiti Delegation and FEWA Visit DEWA’s Customer Care Centre

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Dubai Electricity & Water Authority
8 July 2010

Kuwaiti Delegation and FEWA Visit DEWA’s Customer Care Centre

Officials from Kuwait’s Ministry of Electricity and Water and the UAE’s Federal Electricity and Water Authority visited DEWA’s Customer Care Centre at Umm Al Ramool for a benchmarking session. The visit was held to discuss the best practices and strategies in the field of the Customer Care Centre. A presentation of the roles and objectives of the Customer Relations Department was held, where the function of each unit was explained in detail, including daily operations, statistics and results. Customer Care Centre mechanisms, challenges, KPI’s, procedures for technical issues, IVR, and future plans of the Customer Care Centre were among the topics discussed. The officials were then taken for a tour of the Customer Care Centre. Dubai Electricity and Water Authority implements a strategic plan that is designed to promote the strategy of Dubai Government through supporting sustainability of economic growth in Dubai, and focusing on the quality of services provided in order to raise customer satisfaction, in addition to motivating employees and gearing them towards excellence. The Kuwaiti Ministry of Electricity and Water was represented by Eng. Ali H. Shabaan, Director of Computer Department Control Centres, and Eng. Ghadeer Q. Quwaidhi, Technical Office of the Ministery. FEWA were represented by Mr. Mohammed Al Shamsi, Communication and Corporate Manager, Mrs. Hanadi Al Suwaidi, Director of Customer Care Department, and Ms. Eman Al Muhairi, Manager of Customer Technology. Representing DEWA’s Customer Relations Department were Mr. Adel bin Tamim, Sr. Manager Service Development, Mr. Omar bin Sahoo, Manager Customer Care Centre, Mr. Jassim Ahmed, Actg. Manager Customer Communication and Service Improvement, Mr. Saleh Al Marzouqi, Actg. Manager Customer Service Centres including other Customer Relations staff.