HE Saeed Mohammed Al Tayer, MD & CEO of Dubai Electricity and Water Authority (DEWA), opened the Future Centre for Customer Happiness at Dubai Festival City and Dragon Mart 2. The Centre uses Artificial Intelligence (AI) and Robotics, and provides smart and innovative services to all stakeholders. This comes in line with the directives of the UAE’s wise leadership, to reduce the number of visitors to government departments by 80% by 2018, and encourage them to use smart services.
The centre uses the latest technologies to achieve customers’ satisfaction and exceed their expectations. The services have smart self-service booths to help customers make paperless transactions. These include Rammas, the virtual employee that uses AI to answer queries, the Tayseer smart bill payment platform, live chat and the Future Services section to get design and develop DEWA’s future services, in line with the highest international standards.
“The Centre supports the vision of His Highness Sheikh Mohammed bin Rashid Al Maktoum, Vice President and Prime Minister of the UAE and Ruler of Dubai, and the objectives of the UAE Centennial 2071 to secure a happy future and a better life for future generations. This will also raise the UAE’s status to become the best country in the world, and supports the Dubai Plan 2021 to provide the best government services. The Centre will raise the level of the customers’ happiness and enable customers to access comprehensive, integrated and smart services that save time and effort. DEWA is keen to implement the objectives of the Dubai 10X initiative, launched by His Highness, to propel Dubai towards the future putting it 10 years ahead of other cities around the world, through government innovation,” said Al Tayer.
“The Future Centre for Customer Happiness was inaugurated at Ibn Battuta Mall, in September 2017. According to DEWA’s monthly evaluation of the Centre’s performance, 27,660 transactions were made in nine months, and by May 2018, the centre achieved a 97% increase in customer happiness based on the monthly survey by DEWA on centre performance. This enhanced DEWA’s plan in smart transformation. DEWA strives to transform all its Customer Happiness Centres into smart centres, just like the Future Centre for Customer Happiness,” added Al Tayer.
“DEWA adopts an integrated strategy, plans, and innovative frameworks to use the latest technological solutions and systems to serve society, in line with the Dubai Plan 2021 to make Dubai a smart, integrated, and connected city that is sustainable with its resources. Due to the efforts of its teams, DEWA has succeeded in raising customers’ awareness about its smart services, which enable them to complete their transactions easily and securely anytime, anywhere, using DEWA’s smart app or website, without having to visit the customer happiness centres. This saves them time and effort,” continued Al Tayer.
The Customer Happiness Centre at DEWA Head Office received a five-star rating by the Stars Rating System, launched by HH Sheikh Mohammed bin Rashid Al Maktoum. This confirms DEWA’s commitment to adopt the best global practices and standards in its services. The UAE is the first in the world to adopt the star rating system for government services. This is to make a considerable improvement in government service efficiency, to elevate them to the highest international standards. This will be within an integrated framework of criteria for operations that surpass those of hotels, banks, and airlines.