DEWA Achieves Global Recognition For Exceptional Customer Happiness

Dubai Electricity and Water Authority (DEWA) has set a new standard in customer satisfaction, achieving impressive scores across various happiness indicators in 2023. The Instant Happiness Index, managed by Dubai Digital Authority, reported a satisfaction rate of 98.3 percent regarding DEWA's services. Furthermore, the happiness rate among DEWA's customers of determination reached 97.48 percent. Additionally, the Dubai Government Excellence Program measured customer happiness at 96.7 percent. These achievements have led to DEWA being shortlisted by The Dubai Model Centre for the final list of the best entities implementing the 'Services 360' Policy.

Saeed Mohammed Al Tayer, MD and CEO of DEWA, stated that customer happiness is a top priority for the organization. He emphasized that DEWA's Customer Happiness Charter is dedicated to engaging stakeholders through best practices and innovative solutions. Al Tayer also highlighted DEWA's commitment to enhancing customer experience with advanced digital services available 24/7 across various platforms, ensuring the provision of electricity and water services at the highest standards of quality and efficiency.

DEWA has not only excelled in customer service but also in operational efficiency, achieving the lowest electricity Customer Minutes Lost (CML) globally in 2023, with Dubai recording only 1.06 minutes per customer. This is a significant improvement compared to the average of around 15 minutes by leading utility companies in the European Union.

DEWA offers a range of innovative digital services aimed at simplifying customer interactions and enhancing efficiency. These include services for connecting, transferring, and cancelling electricity and water services, bill payments, and EV Green Charger services. The High-Water Usage Alert, part of the Smart Living initiative, detects leaks in water connections post-meter and sends instant notifications to customers to facilitate quick repairs and maintenance, thereby reducing waste.

The Smart Living initiative also features a dashboard for monitoring consumption and receiving detailed reports. The 'My Sustainable Living Programme' allows customers to compare their consumption with similar high-efficiency homes in their area. For those travelling or away from home, the 'Away Mode' service provides daily and weekly email reports on consumption.

In addition, DEWA encourages customers to adopt smart and sustainable lifestyles through exclusive offers and discounts available on the DEWA Store, in cooperation with public and private companies.

Innovative Use of AI

DEWA is pioneering the use of generative AI technology in utility services globally and is the first government organization in the UAE to implement ChatGPT technology. This innovation enhances service quality and customer experience through DEWA's website and Rammas, its virtual employee.

Engaging with Customers

To maintain transparency and improve service quality based on customer feedback, DEWA employs multiple communication channels. These include the '04 platform', the Dubai Government Unified Complaints Portal, DEWA’s website and smart app, surveys and focus groups, and creativity labs among others.

Through these efforts, DEWA continues to lead by example in customer service excellence while promoting a sustainable lifestyle among its customers.

With inputs from WAM