DEWA’s innovative services make customers happy

Sunday 05 June 2016

Dubai - MENA Herald: Dubai Electricity and Water Authority (DEWA) provides world-class government services and adopts the best international practices, to make people as happy as possible to support the directives of HH Sheikh Mohammed bin Rashid Al Maktoum, Vice President and Prime Minister of the UAE and Ruler of Dubai, so 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. This also supports the UAE Vision 2021 to promote sustainable development and the welfare of citizens and residents.
“To implement the directives of HH Sheikh Mohammed bin Rashid Al Maktoum, we strive to improve all government services and become leaders in our sectors. HH Sheikh Mohammed bin Rashid Al Maktoum once said, ‘We always seek to be number one. In the UAE and Dubai, we are number one in terms of investment, security, quality of stable life, economic and social progress and infrastructure,’” 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,” added Al Tayer.
Al Tayer noted that, in line with the Dubai Plan 2021 to develop a roadmap of ambitious initiatives and developmental projects for economic growth, energy sustainability and a clean and safe environment, DEWA is used to identifying the current and future needs of its customers and translating them into smart innovative initiatives that provide added value and serve all of society.
“We are working tirelessly to meet our water and electricity service development objectives, and adopt the best international techniques in clean energy to enhance Dubai’s position nationally and internationally. This is why DEWA allocated a total budget of AED 23,655,000,000 for 2016, compared to AED 22,873,000,000 in 2015. DEWA has also launched strategic projects worth over AED 27 billion that use the Independent Power Producer (IPP) model to leverage Public-Private Partnerships, build new capacity in renewable energy, and diversify the Emirate’s energy mix in the long-term,” concluded Al Tayer.
DEWA has a trained workforce capable of handling any emergencies according to a contingency plan that is implemented in coordination and cooperation with the relevant government bodies. DEWA has emergency response teams, one team specialises in high-voltage (HV) projects, and another specialises in low-voltage (LV) projects, to meet the needs of all its stakeholders. This enables DEWA to meet the requirements of Dubai’s all-embracing development processes. DEWA strives to achieve the highest results in smart services, to achieve the happiness of customers. This will contribute to achieving Dubai’s vision to enhance the quality and speed of services provided by different government organisations and departments.
DEWA urges customers to seek the help of specialised technical companies in to conduct regular maintenance on ground cables, control panels, and internal electrical connections in their homes to ensure their safety, and the continuity of electricity supplies.
DEWA’s Al Namoos service is tailor-made to provide consultants and contractors with electricity connections of up to 150 kilowatts (kW) within 10 days. DEWA has upgraded its procedures for getting electricity. These procedures have been simplified from 3 to 2 steps, reducing the time to complete them from 35 to 10 days. The first step now only takes 8 days, and includes the application for electricity connections through low-voltage cables, with the first monthly bill due after the electricity is connected.
DEWA strives to meet customer needs by working on innovative ways to elevate its service levels according the highest standards of efficiency and reliability. DEWA also closely monitors the latest international developments in customer service, to further improve its services, and provides 24/7 emergency services. DEWA adopts the latest technology-driven services, to become pioneers in smart services to ensure the highest levels of customer satisfaction and happiness. This supports Dubai’s vision to enhance the quality and speed of services across all government departments and organisations.
DEWA continuously strives to facilitate bill settlements and save the time and effort of its customers. DEWA has made provisions for its customers to pay their bills by various means such as the DEWA website (ePay), mobile devices (mPay), DEWA Customer Service Centres, DEWA’s Drive-Thru Service at Al-Wasl and Umm Al Ramool Customer Service Centres, Etisalat public payment machines, at Petrol Stations (ENOC/EPPCO), Emirates Post Office branches, direct debit, ATM machines, teller counters, and phone banking.
DEWA recently 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 also been changed to Happiness Centres, managers and directors of customer services have now become Happiness Ambassadors, and the front desk Stars of Service employees have now become Stars of Happiness.
DEWA was the first government organisation to implement the Happiness Meter, in support of the Happiness Meter initiative, launched by HH Sheikh Mohammed bin Rashid Al Maktoum. In February 2015, DEWA adopted the use of smart devices to measure the public’s level of satisfaction with its services. DEWA has developed procedures to analyse, and coordinate the results of the Happiness Meter, which are instant and ongoing. This system was later adopted by all of DEWA’s customer service centres. DEWA has also installed smart screens to enable management to monitor the happiness of customers and adopt immediate improvement procedures. 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. According to the final results issued by Dubai Smart Government, DEWA’s Happiness Meter registered a result of 98% for February 2016.
DEWA is committed to serving the community and has adopted a strategy designed to entrench the values of social responsibility, by focusing on the concepts of giving and solidarity among its staff and customers. To achieve this, DEWA adopts a variety of activities and programmes to raise awareness among community members about the issues that concern them. These steps, coupled with DEWA’s efforts to serve society, protect the environment, and promote sustainable development, are aligned in content and objectives, with the aspirations of our prudent leadership. DEWA spares no effort to organise awareness campaigns and support activities and events that promote stronger interaction with the various segments of society to be key players in building a better future, for generations to come.

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