DEWA unveils five-star mark at head office for customer happiness

Rajiv Ravindran Pillai , January 11th, 2018

HH Sheikh Hamdan bin Mohammed bin Rashid Al Maktoum, Crown Prince of Dubai and Chairman of the Executive Council of Dubai, has unveiled the five-star mark at Dubai Electricity and Water Authority (DEWA) head office for customer happiness.

The ceremony was attended by HE Saeed Mohammed Al Tayer, MD & CEO of DEWA, HE Abdulla Mohammed Al Basti, Secretary General of Dubai Executive Council, EVPs, VPs and employees.

The five-star rating at DEWA Head Office reflects the commitment of DEWA to apply best practices and international criteria for customer services.

The centre provides all DEWA’s electricity, water, billing and consumption enquiry services.

The centre has 25 kiosks that provide seamless and easy-to-use services. It handled 100,000 transactions in 2017. Additionally, the centre provides value-added services such as valet parking, green charger electric vehicle charging stations, and a business centre.

DEWA has developed a bespoke customer happiness meter, which recorded a customer happiness score of 97%. DEWA is working to ensure a positive environment for its employees as well, with their happiness at Head Office reaching 93.7%.

Speaking at the ceremony, Al Tayer said: “I would like to thank HH Sheikh Hamdan bin Mohammed bin Rashid Al Maktoum, Crown Prince of Dubai and Chairman of the Executive Council of Dubai, for visiting our head office.

"This reflects the focus of our wise leadership on instilling the concept of exceptional leadership that incentivises teams to unlock their potential to exceed expectations and achieve excellence in the quality of the design and delivery of outstanding services.

"This represents the UAE’s goal to build the government of the future. It shows the vision of HH Sheikh Mohammed bin Rashid Al Maktoum, Vice President and Prime Minister of the UAE and Ruler of Dubai, to achieve the goals of the star-rating system launched by HH to provide excellent and innovative services.

"This will enable customers to have a comprehensive range of integrated services that are smart and save time.

"This is part of DEWA’s efforts to achieve the goals of Dubai’s 10x initiative launched by HH to advance Dubai’s leadership into the future, and to create a 10-year lead over other cities around the world by government innovation.”

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