Dubai: State-owned utility service provider Dubai Electricity and Water Authority (DEWA) addressed 100 percent of consumer complaints in the first half of 2021. This demonstrates the company’s commitment to improving customer satisfaction.
HE Saeed Mohammed Al Tayer, MD & CEO of DEWA, stated that the company encourages consumer comments and recommendations and responds quickly to discover appropriate solutions that result in their pleasure.
The DEWA MD & CEO further noted that the organization uses innovative and effective ways to respond to complaints in order to make consumers happy and improve service quality.
HE Saeed Mohammed Al Tayer, MD & CEO of DEWA “At DEWA, we adopt a solid approach to identify and understand customer needs and expectations. We employ innovative channels and tools to communicate with stakeholders, including customers, to get their feedback and translate them into services that exceed their expectations. We see customer feedback as necessary tools for continuous development of our services and achieving our vision to become a globally leading sustainable innovative corporation.”
DEWA has numerous avenues for communicating with clients and the general public as part of its attempts to encourage transparency and benefit from feedback to achieve the best outcomes and make customers happier. These comprise of the Dubai Government Unified Complaints Portal, the Dubai Government Unified Suggestions Portal, DEWA’s website and smart app, surveys, focus groups, creativity labs, so on and so forth.
DEWA became the first government entity to receive ISO 10002:2014 certification in 2016, for offering guidance on the process for managing complaints on planning, design, operation, maintenance, and improvement services. In 2020, DEWA’s Customer Care Centre secured the ISO18295–2017 certification for Customer Contact Centre Management.
The Ash’ir service is available 24×7 at DEWA’s Customer Service Centre enabling speech and hearing-impaired clients to communicate using sign language. Further, it offers the Hayak service, an online text and video-chat tool allowing consumers to connect directly with DEWA call center personnel via DEWA’s smart app and website.
Rammas, DEWA’s virtual employee, leverages artificial intelligence to respond to textual questions and conduct audio chats in Arabic and English. It is available on the smart app, website, Facebook, Amazon’s Alexa, Google Home, robots, and DEWA’s WhatsApp verified account.
Further, DEWA offers the Smart Response Service for electricity and water technical notifications. It has various features such as self-diagnosis of interruptions and minimizing steps to deal with complaints through DEWA’s smart app and website.