It also provides the Hayak service, which is an online video-chat service that enables customers to communicate directly with DEWA's call centre staff.
DEWA regularly evaluates all its Centre’s employees as per world-class standards like welcoming callers, courtesy in dealing with them, introducing DEWA, self-esteem, and meeting the customers’ needs.DEWA studies all feedback through three specialised pillars: complaints, suggestions and management of communication. DEWA also closely monitors the latest international developments in customer service, to further improve its services, and provides 24/7 emergency services. These include using the latest disruptive technologies and Artificial Intelligence (AI) tools.
DEWA focuses on customer happiness by saving their time and efforts.
It has several features such as self-diagnosis of interruptions, and reducing steps to deal with complaints through DEWA’s smart app and website.DEWA’s Customer Care Centres operate at all hours, including on weekends, and during public holidays to answer all customers enquiries and through email: We strive to enrich the customer experience through smart services that save their time and efforts. It also developed a plan to handle current crises and emergencies according to the highest international standards. DEWA anticipates the needs for its success and excellence partners from individuals and …
Dubai Electricity and Water Authority (DEWA) announced that the quality of call service received by its Customer Call Centres on 991 for technical notifications has reached 96%.
DEWA provides all its services through smart channels and the smart adoption of its smart services reached 96% by the end of May 2020.” DEWA’s advanced digital infrastructure has helped in the continuity of its services according to the highest international standards, despite preventive measures against the spread of COVID-19. Bin Haidar noted that all messages between DEWA and the customer on the verified WhatsApp account are encrypted to ensure the highest levels of security and reliability. 51133 This is between March and end of May 2020.
It also achieves the Smart Dubai initiative, to make Dubai the smartest city in the world.
It also prioritises its services for customers and stakeholders. Hayak enables written chat and video call option to directly communicate with Customer Care Centres around the clock. Paying bills “DEWA supports the forward-looking vision of His Highness Sheikh Mohammed bin Rashid Al Maktoum, Vice President and Prime Minister of the UAE and Ruler of Dubai, to make Dubai a city of the future.
It also prioritises its services for customers and stakeholders.
These include transforming its Customer Happiness Centres into self-service centres.This ensures the health and safety of customers and employees through online video chat.
One Central, Dubai World Trade Center, DEWA has partnered with 19 UAE banks to make this possible and provide an easy electronic method through which customers can pay their bills.
The average speed of response for technical calls has reached 8 seconds.“We strive to enrich the customer experience through smart services that save their time and efforts. For DEWA enquiries tel +971-4-6019999 (DEWA customer service center, open 24/7), emergencies tel 991. DEWA also provides the Hayak written and visual communication service through its website.
Customer numbers have been on an increase each year, for which DEWA has launched the ‘Estareeh’ initiative which lets customers pay their bills online without any hassle.
The average speed of response for technical calls has reached 8 seconds.