Dubai Electricity and Water Authority (DEWA) received, at its headquarters in Zabeel East, a delegation from Abu Dhabi Distribution Company.
The visit reviewed DEWA’s best practices in customer service, particularly in serving major accounts and strategic partners. The visit is part of DEWA’s benchmarking programme to ensure the effective exchange of experiences and expertise with other organisations and utilities according to the highest international standards.
The delegation included Mohammed Al Qubaisi, Head of the Key Accounts Section, Abdulla Al Marar, Key Accounts Assistant, and a number of staff from Abu Dhabi Distribution Company. They were received by Omar Sahoh, Specialist in Customer Relations, Maryam Althani, Senior Manager of Partnership, Maryam Albasti, Manager of Special and Ministries’ Accounts and Bill Distribution, and other DEWA staff.
DEWA’s team showed visitors around customer service counters. They explained in detail the mechanisms for receiving and greeting customers and working models to take the appropriate action within the shortest time. These steps support DEWA’s strategy to make customers happier and more satisfied.
The DEWA team also briefed the visitors about the Happiness Meter, which DEWA is using to measure customer satisfaction with government services to develop them further. DEWA continuously monitors and measures the happiness of its customers to enhance the happiness of citizens, residents, and stakeholders.
The happiness index exceeded 98% in the first few days of launching the Happiness Meter. DEWA has installed 18 smart devices at its customer service and billing counters. DEWA will add more devices at all customer service centres.
The team gave a presentation on DEWA’s experience in providing world-class services in all divisions, including the Customer Service.
DEWA won the first position in customer satisfaction at the Dubai Government Excellence Programme 2014-2015 with a 94.3% customer satisfaction rate. The team also highlighted the strategy and objectives of the Major Accounts Division and the criteria for classifying accounts and key performance indicators.
The delegation thanked DEWA for the warm reception and for sharing their experience in customer service, and the opportunity to review DEWA’s strategies and projects in this area.