Etihad Water And Electricity Enhances Service Efficiency Under UAE's Zero Government Bureaucracy Programme

Etihad Water and Electricity (EtihadWE) is actively enhancing its services to boost customer satisfaction. Nearly fifty initiatives have been launched to streamline processes, reduce bureaucracy, and improve efficiency. These efforts align with the UAE’s Zero Government Bureaucracy (ZGB) programme, focusing on faster approvals, simplified applications, and digital integration for a seamless customer experience.

Significant changes have been made to the service connection process, reducing approval steps from 13 to eight. This restructuring has notably decreased waiting times. Automated invoice issuance after surveys eliminates manual tasks, while AI-driven approvals for Land Clearance Certificates (LCC) and drawing submissions further expedite processes.

EtihadWE is advancing digital transformation to enhance customer convenience. Smart meters now offer real-time consumption tracking, proactive leak detection, and quicker service restoration. Customers can also use expanded digital payment options like Apple Pay and Tabby for added convenience.

The company is developing a new route tracking system for monitoring emergency technical team arrivals. An AI-powered customer support system will provide multilingual assistance, and an improved online appointment booking system will enhance service accessibility.

EtihadWE is expanding collaborations with key governmental entities to streamline processes further. New agreements with the Ministry of Energy and Infrastructure facilitate faster residential approvals through electronic integration. Partnerships with local municipalities and TAS’HEEL simplify documentation procedures.

In support of national sustainability goals, EtihadWE aids the agricultural sector in the Northern Emirates by optimising water and electricity distribution. The early connection initiative enhances flexibility and speeds up access to essential utilities for new developments.

Commitment to Innovation

Yousif Al Ali, CEO of EtihadWE, stated, "These initiatives mark a significant transformation in how we serve our customers. By embedding efficiency, innovation, and digital transformation across our operations, we are delivering a more agile, customer-focused service in line with the UAE’s progressive vision."

He added that their commitment to continuous improvement reflects their responsibility towards communities served. Strategic partnerships and advanced technology are reshaping the utilities sector positively.

With nearly fifty initiatives underway, EtihadWE leads utility innovation in the UAE. The focus remains on providing faster, more efficient services that prioritise customer needs across the nation.

With inputs from WAM