DEWA strengthens its relationship with customers through 'Hadhreen' initiative

"In line with our organisational values and our strategy for sustainable development, and as a customer-centred organisation, we are committed to achieving customer satisfaction and exceeding expectations. At DEWA, we relentlessly pursue innovative ways to further enhance customer service standards. We have underlined our credentials as a highly-reliable provider of uninterrupted electricity and water by adopting international best practices, underscoring our focus as a responsible, strategy-driven organisation. Based on customer focus being a core value of DEWA, we believe that our continuous enhancement of service standards is essential to achieve excellence. Through Hadhreen, we are reiterating our commitment to the community, and emphasising our approach to meet customer requirements and ensuring the highest levels of satisfaction," said HE Saeed Mohammed Al Tayer, MD & CEO of DEWA.

Hadhreen highlights the easy access for customers to DEWA's customer service centres. Under Hadhreen, customers can access a range of options for e-Services, Mobile services, Green Bills, easy payment of bills, making suggestions and addressing complaints, if any. This in turn is expected to reduce time and effort for DEWA's customers.

"DEWA is a world-class utility evaluated and endorsed by international assessment bodies for its business practices, and is benchmarked against international standards. We continuously strive to exceed customer expectations and our strong workforce is committed to ensuring the highest standards in customer service. We have over 8,000 highly-trained staff who are ready to exceed the expectations of our customers by providing service to the highest international standards," said Abdullah Al Hajri, EVP of Customer Services Division.

With the new initiative, DEWA is promoting all its core products and services in an integrated manner, so that customers are fully aware of the diverse portfolio, encouraging them to make suggestions for service enhancement. It is a perfect fit to the DEWA's corporate values, which emphasises promoting customer satisfaction by adopting international benchmarks.

"Hadhreen is an overarching communications platform for DEWA, whereby our future products and services will reflect our focus on customer service excellence, which we are highlighting in this initiative. It is also in line with the Government of Dubai's efforts to strengthen a culture of excellence across all organisations and, as a utility provider, our service standards are best demonstrated through strong customer relations and customer service excellence," said Khawla Al Mehairi, VP of Marketing and Corporate Communications Division.

Hadhreen - At Your Service builds on DEWA's earlier customer service initiative '365 Day & Night - At Your Service, As Always Been' whereby DEWA demonstrated its support to customers around-the-clock. The new strategic approach takes it one step further by demonstrating DEWA's proven competencies and its commitment to enhancing them beyond customer expectations. The initiative underlines DEWA's commitment to the community, environment and sustainable development.