DEWA enhances customer happiness with effective and advanced communication and service delivery methods, resolving 100% of observations in 2024

Dubai Electricity and Water Authority (DEWA) announced that it resolved 100% of customer observations in 2024, using the latest innovative tools and methodologies to communicate with customers, identify and understand their needs, and fulfil them through pioneering services and initiatives that enhance customer happiness. DEWA’s Customer Happiness Charter, launched in 2015, aims to engage stakeholders by adopting best practices and providing innovative and smart solutions that align with their aspirations and achieves their happiness.

DEWA’s efforts in customer happiness led to a score of 97.01% in the 2024 Dubai Government Customer Happiness Index, implemented by the Dubai Government Excellence Program (DGEP) of the General Secretariat of the Executive Council of Dubai.

HE Saeed Mohammed Al Tayer, MD & CEO of DEWA, noted that DEWA has advanced channels and tools to communicate with customers, allowing them to submit their comments and express their opinions easily and smoothly, ensuring that appropriate solutions are delivered quickly and efficiently. Al Tayer emphasised that customer happiness is a top priority for DEWA, which has made it a core goal within its strategy, directly focused on stakeholder happiness.

“Thanks to the vision of His Highness Sheikh Mohammed bin Rashid Al Maktoum, Vice President and Prime Minister of the UAE and Ruler of Dubai, and the directives of His Highness Sheikh Hamdan bin Mohammed bin Rashid Al Maktoum, Crown Prince of Dubai, Deputy Prime Minister and Minister of Defence of the UAE, and Chairman of The Executive Council of Dubai, customer happiness has become a consolidated strategic approach in Dubai. Government departments and organisations have adopted this approach as part of their strategies to achieve an integrated experience that ensures the happiness of all stakeholders, including customers, employees and community members. We continuously monitor the level of customer happiness with our services using advanced mechanisms and methodologies to obtain their feedback and benefit from it in the regular review of our services and the design of the customer experience, in addition to our service quality systems. Moreover, we are keen to listen to the ideas and comments of customers and community members to understand their needs, which helps us develop innovative initiatives and creative ideas that contribute to achieving their happiness and exceeding their expectations,” said Al Tayer.

DEWA adopts multiple channels to communicate with customers and the public, including the Unified Interactive Platform between Dubai Government and its customers, DEWA’s website and smart app on iOS, Android, and Huawei platforms, surveys and focus groups and creativity labs, among others. Customers can also contact DEWA through various communication channels, including calls, email and video and text chats.

Additionally, DEWA provides several services through Rammas, its virtual employee powered by ChatGPT. Rammas is accessible through DEWA’s website, smart app, Facebook page, Google Assistant, DEWA robots, WhatsApp Business, and Amazon’s Alexa. DEWA also provides the Ash’ir service round the clock for hearing-impaired customers to communicate using sign language. Furthermore, it offers the Hayak service, an online text and video chat service available on DEWA’s smart app and website (www.dewa.gov.ae) for customers to communicate directly with its call centre staff.