DEWA exceeds expectations during the Holy Month of Ramadan

In line with its vision the customer service division at DEWA provides excellent and innovative services throughout the year. These services are flexible, fast, and professional, according to the highest international levels, which go beyond the expectations of customers. This has provided customers with better overall experience when they visits Customer Services and Customer Care Centres, which apply the highest levels of hospitality and quality in operations and smart services.

“DEWA is used to identifying the current and future needs of its customers and translating them into smart innovative initiatives that provide added value and serve all of society. This supports the UAE Vision 2021 to ensure sustainable development and support the goals of the citizens and residents of Dubai, by providing a brighter future for the Emirate,” said HE Saeed Mohammed Al Tayer, MD & CEO of DEWA.

“To support its vision to become a sustainable innovative world-class utility, DEWA is moving forward with its strategy, which is a key component of the Dubai Plan 2021, providing a roadmap with initiatives and development projects that gather economic growth and the sustainability of energy resources and conservation of the environment. DEWA is providing the highest levels of government services and adopts the best international practices to achieve the highest level of happiness and satisfaction in society. DEWA is also adopting excellence and creativity in its daily operations to provide services that exceed the expectations of the citizens and residents of Dubai. DEWA also provides the best smart services according to the highest international standards, bolstering the UAE’s economy and reaffirming Dubai’s position as a global hub for trade, finance, tourism and sustainability. DEWA also seeks to achieve the highest international standards in all its projects and initiatives. We have succeeded in getting 94.3% in customer satisfaction and achieving a leading position in the Government of Dubai according to the criteria of the Dubai Government Excellence Programme,” said HE Saeed Mohammed Al Tayer, MD & CEO of DEWA.

DEW is committed to connecting, maintaining and installing electricity and water meters in houses, and commercial and industrial buildings, and adopts a series of contingency and emergency response programmes to counter the damage to the infrastructure caused by time, weather conditions or natural causes. Where there is any disruption to these services, especially electricity and water, DEWA has a contingency plan based on scenarios to ensure the availability of services. DEWA also has an emergency response team that is trained to deal with any hazards or situations according to pre-prepared emergency response plans, in cooperation with the relevant government organisations.

DEWA has 31 emergency response teams, with 9 teams focusing on high-voltage (HV) and 22 teams for low-voltage (LV) networks during the Holy Month of Ramadan. This means DEWA is able to meet the requirements of Dubai’s all-embracing development processes and further improve the Emirate’s electricity and water infrastructure.

Currently, DEWA’s total installed capacity is 9,656 Megawatts (MW) of electricity, with water production amounting to 470 million imperial gallons per day (MIGD) of desalinated water.

DEWA has approved a budget of AED 22.873 billion for 2015 compared to AED 20.56 billion in 2014  to enhance the efficiency, reliability and effectiveness of its utility services. A portion of this year’s budget has been dedicated to DEWA’s development programmes and activities for all business sectors, including infrastructure projects to keep pace with Dubai’s sustainable and comprehensive development.

DEWA also launched a series of major strategic projects that contribute to boosting its production capacity in line with the highest standards of availability, reliability, efficiency, and environmental protection.

"By reducing the demand for new electricity connections in the Emirate of Dubai DEWA has reduced the procedures taken by customers from four to three, and launched a number of effective programmes to provide all sectors with electricity services. To this end, we have integrated the service delivery procedures and calculated connection costs according to required loads. Electricity will be connected to customers’ premises in three simple steps: submitting the application for receiving electricity and issuing connection costs, completing the fieldwork and finally performing the required technical inspections and connecting electricity,” said Rashid bin Humaidan, Executive Vice President of Distribution Power at DEWA.

Abdullah Al Hajri, EVP of Customer Relations at DEWA, advised customers to have their electricity and water connections regularly checked by specialists for any unjustified increase in monthly bills. He also noted that DEWA adopts the latest international technologies that provide fast and high-quality services to achieve customer satisfaction and happiness.

“DEWA seeks to meet the expectations of its customers through the implementation of internationally-recognised standards to enhance the quality of services at Customer Care Centres, all day long. We apply the latest technical solutions that are consistent with the Government of Dubai’s priorities on adopting innovative approaches to delivering smart services that bring satisfaction to customers. This helps to achieve Dubai’s vision of boosting the quality and speed of service delivery across all government organisations,” said Al Hajri.

DEWA also launched the Ash’ir video chat service to help those with special needs to contact customer service. It also launched As’hal, which provides customers with an insight into how DEWA’s smarts applications work. The Relax campaign about different methods of electronic payments.

DEWA spares no efforts in strengthening cohesion and unity among all segments of society, and builds bridges of cooperation by supporting charitable and humanitarian causes in line with the utility’s commitment to social responsibility. DEWA therefore contributes to social development by sponsoring a wide variety of programmes and events that instil human values, spread awareness and promote the UAE’s national identity.

Serving the community is part of DEWA’s philosophy. It adopts a strategy designed to entrench the values of social responsibility by focusing on the principle of giving, and solidarity with its staff members and customers.

DEWA ensures that it is aligned with the aspirations of the UAE’s wise leadership, which include serving society, protecting the environment and promoting sustainable development. The utility’s efforts are dedicated to organising awareness campaigns, supporting activities that encourage interaction with all members of society, and inspiring citizens to be key players in building a better future, for generations to come.

DEWA encourages its customers to streamline their daily consumption of electricity and water through the launch of year-round awareness campaigns and innovative initiatives that seek to provide information and advice on simple, yet highly-effective, measures to preserve natural resources and protect the environment.

In this context, DEWA’s rationalisation campaigns and initiatives have achieved strong results by saving 1,163 Gigawatt-hours (GWh) of electricity and 5.4 billion imperial gallons of water from 2009 to 2014. This is the equivalent to AED 752 million, and over 536,000 tonnes of carbon dioxide emissions savings.