Dubai Electricity and Water Authority (DEWA) Records Over 98% Happiness Meter Pilot Launch

Dubai Electricity and Water Authority (DEWA) has introduced smart devices to measure the public’s happiness and satisfaction with its services. In a pilot programme at its main office, DEWA has installed 18 smart devices at customer service and billing counters. This will expand to include all customer service centres in the first quarter of 2015. The initiative supports the Happiness Meter initiative, launched by HH Sheikh Mohammed bin Rashid Al Maktoum, Vice President and Prime Minister of the UAE and Ruler of Dubai. Dubai is the first city in the world to measure happiness of its residents, visitors and tourists on a daily basis, in an interactive way. To achieve this vision, DEWA has added a new strategic objective in its 2014-18 strategy, to achieve happiness of its stakeholders. DEWA has been monitoring public satisfaction with its services on a daily basis, to further develop the services and make its customers happier. DEWA regularly monitored and measured the Happiness Meter to enhance the happiness of citizens, residents, and other stakeholder. “DEWA was the first government organisation to implement the Happiness Meter, launched by His Highness Sheikh Mohammed bin Rashid Al Maktoum, Vice President and Prime Minister of the UAE and Ruler of Dubai. The preliminary results of the Happiness Meter were excellent and support DEWA’s vision and the ambition of its management and staff. The Happiness Meter exceeded 98% in the first few days of its launch. DEWA has developed a work mechanism and procedures to follow-up the results of the Happiness Meter, which are instant and ongoing. These measures compliment the training and awareness workshops DEWA held for customer service staff to educate them about the Happiness Meter, its objectives, implantation, and management,” said HE Saeed Mohammed Al Tayer, MD and CEO of DEWA. Al Tayer noted that each customers is now able to decide its satisfaction and happiness levels directly after receiving the service, using the smart devices at the counters. Customers have three options to determine their happiness about the services they receive. The new tool enables decision makers to constantly follow the Happiness Meter results through reports and live performance screen that show overall results, and results classified by service centre, and service type. The smart devices will be linked to Dubai’s Happiness Meter as part of a project that is being implemented in collaboration with Dubai Smart Government. The Happiness Meter will be available at of DEWA’s service provision channels, including its website, smart app, and service centres. All Government Departments in Dubai are expected to officially launch the Happiness Meter on 5 April 2015.This demonstrates Dubai’s leadership and the aspirations of its wise leadership to achieve happiness of society.