DEWA's Single Point of Contact Achieves Customer Happiness

Dubai Electricity and Water Authority (DEWA) launched the Single Point of Contact at its Customer Happiness Centre in Umm Ramool, Dubai, saving time and effort of its customers to achieve their happiness.

Through this new feature, DEWA completed 66,747 transactions in the space of two months for 40,499 customers who used the centre. This is part of DEWA’s ongoing efforts to make the UAE a hub for best international practices in government services. Through a Single Point of Contact, the centre provides multiple transactions including services such as Bill Payment, Move In, Move Out and temporary electricity connections for weddings and special occasions. The Single Point of Contact feature at Umm Al Ramool has achieved a customer happiness rate of 96%, compared to the 84% measured in December 2015.

“In adherence with the vision of His Highness Sheikh Mohammed bin Rashid Al Maktoum, Vice President and Prime Minister of the UAE and Ruler of Dubai, that all government policies, programmes, and services will contribute to building a positive and happy community, and that the government should take priority in creating conditions capable of facilitating happiness for individuals, families, and employees, and to support the UAE Vision 2021 to promote sustainable development and the welfare of citizens and residents, DEWA provides world-class government services and adopts the best international practices, to make people as happy as possible. DEWA aims to improve all its Customer Happiness Centres, ensuring their capability to provide world-class services,” said HE Saeed Mohammed Al Tayer, MD & CEO of DEWA.

“To support its vision to become a sustainable innovative world-class utility, DEWA adopts excellence and creativity in its daily operations to provide services that exceed the expectations of the citizens and residents of Dubai. DEWA provides the best smart services for its customers, at the highest levels of availability, efficiency, reliability, and accuracy, to make them as happy as possible. We strive to implement the latest international technical solutions at our Customer Happiness Centres, ensuring they all receive a 7-star rating. This adheres to the directives of His Highness Sheikh Mohammed bin Rashid Al Maktoum, to base the services centres on the principles of innovation, development, and hospitality,” added Al Tayer.

“DEWA adopts the latest international technologies to provide comprehensive services that meet the requirements of everyday life: services that are easy, integrated, and efficient. DEWA’s Happiness Centres adhere to 7-star standards. DEWA completed its smart transformation less than a year after the Smart Dubai initiative was announced. DEWA has achieved the highest levels of customer happiness with our Happiness Meter registering a result of 96%. This was achieved by implementing a number of smart and innovative initiatives, to meet the needs of customers, based on the best international practices of customer happiness management,” said Abdullah Al Hajri, Executive Vice President of Customer Happiness.

To reflect this initiative, DEWA changed the name of its Customer Relations division to the Customer Happiness division and the names of DEWA’s Customer Service Centres to Happiness Centres. DEWA recently won three gold awards and five silver awards at the 13th annual International Business Awards, also known as the Stevie® Awards. DEWA’s Customer Happiness division won three golden awards in the Best Customer Service category. Abdullah Al Hajri, Executive Vice President of Customer Happiness at DEWA, won the gold award for Best Customer Service Executive. DEWA’s innovation team in the Customer Happiness division won the golden award in the Best Customer Service Team category.