3 March 2019
Dubai Electricity and Water Authority (DEWA) has launched a new service to enable customers to conveniently collect security deposits and credit refunds from Western Union agent locations in the UAE and around the world. This is part of DEWA’s efforts to ensure the convenience of its customers by saving them both time and effort. The move implements the agreement between the two sides and shows DEWA’s support for the UAE Innovation Month announced by HH Sheikh Mohammed bin Rashid Al Maktoum, Vice President and Prime Minister of the UAE and Ruler of Dubai, with the theme ‘UAE Innovates.’
Through this service, DEWA’s customers can request security deposit and credit refunds from DEWA’s website or smart application and choose Western Union as the pay-out option, with no extra charges until 31 May 2019. Customers can receive their funds from Western Union anywhere around the world as soon as they receive a security deposit notification from DEWA.
“We launched this new service as part of our continuous efforts to implement the vision of HH Sheikh Mohammed bin Rashid Al Maktoum, Vice President and Prime Minister of the UAE and Ruler of Dubai, to provide the best government services that make customers’ lives easier and reduce the number of visitors to government offices by 80% by 2019. DEWA's smart services adoption rate reached 93% in the 4th quarter of 2018, ahead of schedule. DEWA aims to use innovative tools that enhance the quality of its services, based on the highest standards of efficiency and reliability. Customers can complete all their transactions anytime, anywhere using DEWA’s multiple smart channels without the need to visit the centres, saving their time and effort, and making them happier,” said HE Saeed Mohammed Al Tayer, MD & CEO of DEWA.
“This service supports our efforts to work with public and private organisations to provide multiple options and innovative services to our customers, as well as make Dubai the city of the future ahead of all other cities through government innovation. We are providing solutions that change, facilitate and improve people's lives, in line with the UAE Government's efforts to support and promote innovation. We are delighted to announce the launch of this service in cooperation with DEWA. At Western Union, customer comfort is essential, and we are constantly developing creative ways to provide a range of channels for fast and reliable transfer of funds and payments. Through this service, DEWA’s customers can choose to receive security deposits and credit refunds in cash from Western Union agent locations in the UAE and around the world by using DEWA's website or smart application,” said Jean Claude Farah, President of Global Payments at Western Union.
DEWA is proactively working with other organisations to provide innovative services that have a positive effect on customer happiness. One example is the One Step initiative to accelerate the process to activate or deactivate electricity and water services, without the need to visit DEWA’s customer happiness centres, as well as provide smart billing options. The initiative allows customers to access electricity and water services as soon as they get their Ejari contracts from any of the 800 real estate companies accredited by Dubai Land Department. Customers can transfer their electricity and water account from their current address to their new premises if they move to a new house in Dubai and their security deposit and all the data is transferred without the need to submit any additional documents or visit DEWA’s customer happiness centres. Customers can also deactivate electricity and water services and get their final bills using DEWA’s smart app or website as well as get their security deposits transferred directly to their bank account using their IBAN, or choose to receive a cheque by express mail to their local address, or collect cash refund through Western Union agents’ locations in and outside the United Arab Emirates.