The Dubai Electricity and Water Authority (DEWA) has inaugurated its new Future Customer Happiness Centre located at Persia Court in Ibn Battuta Mall.
The opening was attended by Saeed Mohammed Al Tayer, MD & CEO of DEWA. He was also accompanied by Marwan Bin Haidar, Executive Vice President of Innovation and the Future at DEWA; Waleed Bin Salman, Executive Vice President of Business Development and Excellence at DEWA; Dr. Yousef Al Akraf, Executive Vice President of Business Support and Human Resources at DEWA; and other DEWA officials.
“We are committed to the forward-thinking vision of the wise leadership to transition Dubai Government into a fully smart model and consolidate Dubai’s position as the top digital city in the world and a global hub for the digital economy. We invest in the latest disruptive technologies to enhance our advanced digital infrastructure and accelerate the digital transformation. This supports our efforts to improve the quality of life and happiness of all stakeholders and provide advanced and proactive digital services that exceed their expectations, support sustainability, and reduce the carbon footprint,” Al Tayer said.
AI, chatbots enhance service at DEWA’s new customer centre
The centre offers state-of-the-art digital services to customers through technologies like artificial intelligence and video chat.
Customers can interact with DEWA staff virtually through “Rammas”, DEWA’s AI-powered virtual employee. Other features include bill payments, accessing DEWA’s smart app, and chatting services for feedback and inquiries.
“The smart adoption of DEWA’s services reached 99.21 percent in the first half of 2024. In 2023, the Instant Happiness Index about DEWA’s services, which is managed by Dubai Digital Authority, reached 98.3 percent. Customer happiness measured by the Dubai Government Excellence Program reached 96.7 percent. DEWA scored 100 percent in the International Digital Customer Experience Standard (IDCXS: 2022 – 2023) certificate from the first assessment,” Al Tayer said.
The centre is accessible for people of determination and aims to enhance the customer experience through disruptive technologies in line with Dubai’s digital transformation.
It operates according to the mall’s business hours and is part of DEWA’s strategy of providing services across multiple convenient channels.
Follow us on
