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Dewa prioritises customers’ experiences, happiness
June 29, 2016
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DUBAI: Saeed Mohammed Al Tayer, MD and CEO of Dubai Electricity and Water Authority, Dewa, has said that it is a priority for Dewa to focus on customers’ happiness by improving customers’ experiences, streamlining services provided to them, and enhancing their satisfaction.

Al Tayer made these remarks during his recent inspection of Dewa’s Customer Happiness Centre at Umm Ramool in Dubai, where he talked to customers and listened to their opinions and remarks about the services provided to them. The customers praised Dewa for the easily-accessible services, especially the single-window service where they can get many services and complete many transactions, including bill payments, saving time and effort.

“Dewa gives high priority to enhancing its customers’ experiences to achieve their happiness,” he said, adding that this supports the vision and directives of His Highness Sheikh Mohammed Bin Rashid Al Maktoum, Vice President and Prime Minister of the UAE and Ruler of Dubai, who once observed that the government’s policies, programmes and services should contribute to building a positive and happy community, and that the government’s main task is to ensure that conditions are conducive for delivering happiness to individuals, families and employees.

Al Tayer added that Dewa is constantly working to improve its services and the way it works, to provide best services at the highest international standards of availability, reliability, and efficiency.

This comes as part of its vision to become a sustainable innovative world-class utility, and its strategy to improve processes, simplify procedures and to make a significant improvement in customer services.

“In line with our vision to position our customer as the main pillar of the success of our future plans, achieve sustainable development and the Dubai Plan 2021, to make Dubai the preferred place to live, work, and visit, Dewa works to optimise electricity and water services to achieve higher levels of success. This not only enhances our competiveness locally, regionally, and internationally.

“Dewa strives to achieve the directives of our wise government to reduce the number of visitors to government departments by 80 per cent by 2018, by improving and speeding up the work process in line with the smart transformation strategy, so customers can get Dewa’s services anytime, anywhere,” Al Tayer said.

Al Tayer went on to say that Dewa provides all its services through its smart app and website. The single-window service helps save customers’ time and effort.  The customers will not need to visit other branches to finish their transactions.

It provides services like Move-in, Move Out, paying bills and temporary connections for UAE Nationals.

“At Dewa, we do our best to provide excellent services that exceed customers’ expectations and make them happier.

“This supports our Customer Happiness Charter in which we are committed to providing the best services to our customers by a helpful and knowledgeable team that understands and answers their queries.

“The UAE, represented by Dewa, has been ranked first in the Middle East and North Africa and fourth globally for the third consecutive year for getting electricity in the World Bank’s Doing Business 2016 report, which measures doing business in 189 countries around the world,” said Abdullah Al Hajri, Executive Vice President of Customer Happiness at Dewa.

WAM

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