DEWA Prioritizes Customer Happiness and Experience

HE Saeed Mohammed Al Tayer, MD & CEO of Dubai Electricity and Water Authority (DEWA), has made DEWA it a priority to focus on customers’ happiness. This is achieved by improving customers’ experiences, streamlining services provided to them, and enhancing their satisfaction.

Al Tayer made the remarks during his recent inspection of DEWA’s Customer Happiness Centre at Umm Ramool in Dubai, where he talked to customers and listened to their opinions and remarks about the services provided to them. The customers praised DEWA for the easily-accesible services, especially the single-window service where they can get many services and complete many transactions, including bill payments, saving time and effort.

“DEWA gives high priority to enhancing its customers’ experiences to achieve their happiness. This supports the vision and directives of His Highness Sheikh Mohammed bin Rashid Al Maktoum, Vice President and Prime Minister of the UAE and Ruler of Dubai, who once observed that,

“DEWA gives priority to the enhancement of customer experience in order to achieve their happiness and satisfaction—which falls in line with the vision and directives of HH Sheikh Mohammed bin Rashid Al Maktoum, Vice President and Prime Minister of the UAE and Ruler of Dubai, who has said that the government's policies, programmes and services should contribute to building a positive and happy community, and that the government's main task is to ensure that conditions are conducive for delivering happiness to individuals, families and employees,” said Al Tayer.

Al Tayer added that DEWA is constantly working to improve its services and the way it works, to provide best services at the highest international standards of availability, reliability, and efficiency, as part of its vision to become a sustainable innovative world-class utility, and its strategy to improve processes, simplify procedures and to make a significant improvement in customer services.

“In line with our vision to position our customer as the main pillar of the success of our future plans, achieve sustainable development and the Dubai Plan 2021, to make Dubai the preferred place to live, work, and visit, DEWA works to optimise electricity and water services to achieve higher levels of success to enhance our competiveness not only locally or regionally, but also internationally. DEWA strives to achieve the directives of our wise government to reduce the number of visitors to government departments by 80% by 2018, by improving and speeding up the work process in line with the smart transformation strategy, so customers can get DEWA’s services anytime, anywhere,” added Al Tayer.

Al Tayer added that DEWA provides all its services through its smart app and website. The single-window service helps save customers time and effort. The customers will not need to visit other branches to finish their transactions. It provides services like Move-in, Move Out, paying bills and temporary connections for UAE Nationals.

“At DEWA, we do our best to provide excellent services that exceed customers’ expectations and make them happier. This supports our Customer Happiness Charter in which we are committed to providing the best services to our customers by a helpful and knowledgeable team that understands and answers their queries. The UAE, represented by DEWA, has been ranked first in the Middle East and North Africa and fourth globally for the third consecutive year for getting electricity in the World Bank’s Doing Business 2016 report, which measures doing business in 189 countries around the world,” said Abdullah Al Hajri, Executive Vice President of Customer Happiness at DEWA.

DEWA has changed the name of its Customer Relations division to the Customer Happiness division, also changing the name of its Customer Relations department to Customer Happiness department. The names of DEWA’s Customer Service Centres have been changed to Happiness Centres.