EtihadWE To Enhance Customer Service With 43 New Efficiency Measures

Etihad Water and Electricity (EtihadWE) has shown its dedication to enhancing government processes by hosting a series of internal workshops aimed at generating ideas. These workshops are part of a broader range of activities organised by the company to support the UAE’s ZGB programme. This initiative, launched in November 2023, seeks to cancel at least 2,000 government measures, halve the time required for procedures, and eliminate unnecessary bureaucracy by the end of 2024.

The internal workshops at EtihadWE resulted in 150 ideas to boost efficiency and reduce bureaucracy. Out of these, 43 were approved: 29 will be implemented internally through IT initiatives, while 14 will be rolled out with external partners. The approved ideas aim to simplify processes for customers, reduce service delivery time, empower employees, and eliminate redundant documentation.

Yousif Al Ali, CEO of EtihadWE, stated, "At EtihadWE our priority is our customers. We know how crucial our services – water & electricity – are to their everyday lives. We work tirelessly to provide them with the utilities they need with a reliable service that meets their expectations. The new initiatives generated through our workshops will go further in streamlining our services, improving accessibility and ease of use."

As a result of the proposed changes from the workshops, EtihadWE plans to create a platform with civil defence for uploading clearance certificates through a portal. This will streamline and expedite the certification process. Additionally, the approval process for residential categories will be reduced to just one level. A new service bundle for Land Clearance Certificate (LCC) and transfer of services will combine requests for both water and electricity services into a single request.

New customers requesting service activation will benefit from an eight-step application process instead of the current 13 steps. This streamlined approach aims to make it easier for customers to access services quickly and efficiently.

Collaborative Approach with Strategic Partners

Building on the ideas generated during EtihadWE’s workshops, the company has initiated engagement meetings with strategic partners across UAE municipalities. This inclusive approach involves consultants, contractors, and customers working together in line with the UAE’s spirit of collaboration.

Yousif Al Ali added, "The workshops have inspired us all to continue analysing our day-to-day operations and consider whether there are elements of processes that could be removed to speed up and streamline processes. In supporting the ZGB programme, we are ensuring a better service to the loyal communities we serve."

EtihadWE believes that by restructuring services and setting new standards in the sector, they contribute not only to customer satisfaction but also to societal progress. Their commitment aligns with national efforts to improve global competitiveness rankings in government efficiency and minimal bureaucracy.

The company's efforts reflect its belief in efficiency and innovation as key drivers for transforming utility management. By focusing on these areas, EtihadWE aims to enhance customer well-being and support national development goals.

The initiatives from EtihadWE's workshops demonstrate their proactive approach in aligning with national objectives while prioritising customer needs. These steps are expected to significantly improve service delivery times and overall customer experience.

With inputs from WAM