Dubai Electricity and Water Authority (DEWA) has garnered worldwide acclaim for its outstanding customer satisfaction metrics. Managed by the Dubai Digital Authority, the Instant Happiness Index for DEWA’s services soared to an impressive 98.3 percent in 2023. Notably, the satisfaction rate among DEWA’s customers reached an outstanding 97.48 percent. Furthermore, the Dubai Government Excellence Program recorded a remarkable 96.7 percent in customer satisfaction, solidifying DEWA’s position as a leader in service excellence. Moreover, DEWA’s commitment to implementing the ‘Services 360’ Policy has earned it a place in the final list of top entities recognized by The Dubai Model Centre.
Saeed Mohammed Al Tayer, MD and CEO of DEWA, reaffirmed the organization’s unwavering dedication to prioritizing customer happiness. Al Tayer underscored DEWA’s Customer Happiness Charter, designed to engage stakeholders by integrating best practices and offering innovative smart solutions for enhanced customer satisfaction. DEWA’s round-the-clock availability of advanced digital services across various platforms ensures a seamless customer experience. Al Tayer highlighted DEWA’s unparalleled performance, boasting the lowest global electricity Customer Minutes Lost (CML) per year. In 2023, Dubai achieved a mere 1.06 minutes per customer, dwarfing the figures of leading utility companies in the European Union.
Value-Added Services
In addition to user-friendly digital services facilitating tasks like service connections, transfers, bill payments, and EV Green Charger services, DEWA provides an array of value-added services to optimize electricity and water consumption. Among these, the High-Water Usage Alert, part of the Smart Living initiative, stands out for its ability to detect leaks in water connections post-meter. Customers receive instant notifications through the smart meter system in case of unusual consumption spikes, empowering them to promptly address internal leaks or connections with the assistance of specialized technicians. The Smart Living dashboard enables customers to monitor their consumption and receive comprehensive reports, while the ‘My Sustainable Living Programme’ fosters comparison with similar high-efficiency homes in the vicinity. Additionally, the ‘Away Mode’ service sends regular email reports to customers while they are away from home, promoting awareness and conservation.
DEWA leverages generative AI technology to enrich its services, pioneering its use in the utility sector globally and among government organizations in the UAE. Through the integration of ChatGPT technology on its website and Rammas, its virtual employee, DEWA enhances its services and elevates the customer experience to unprecedented levels.
Multiple Communication Channels
DEWA actively promotes transparency and customer feedback through a myriad of communication channels. These include the ’04 platform’, the Dubai Government Unified Complaints Portal, DEWA’s website and smart app, as well as surveys, focus groups, and creativity labs, among others. These channels facilitate continuous improvement and ensure that DEWA remains responsive to customer needs, further cementing its reputation as a global leader in customer satisfaction.
