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29 March 2024

Dewa launches unit to serve VIP customers

Dewa is aiming at providing high quality service. (FILE)

Published
By WAM

In a first-of-its-kind governmental initiative, Dubai Electricity and Water Authority (Dewa) launched its main “key account management" section, which includes VIP customers' units.

The new service aims to strengthen the strategic partnerships with Dewa's major stakeholders through the allocation of dedicated account managers to speed up processes and provide high quality services according to the best standards while meeting their requirements to facilitate the completion of their transactions.

This comes in the context of its relentless pursuit to raise the level of customer satisfaction, through the application of best practices that improve the quality of services provided to all customers and achieve its vision as a recognized world class utility.

Saeed Mohammed Al Tayer, MD and CEO of Dewa, said: "Dewa continues its development at a steady pace and moves ahead with the implementation of vital projects to achieve the vision of His Highness Sheikh Mohammed bin Rashid Al Maktoum, Vice-President and Prime Minister of the UAE and Ruler of Dubai, in implementing Dubai Government's strategy aiming at promoting sustainable development and consolidating the position of Dubai as a worldwide financial, business and tourism hub."

"Dewa has adopted state-of-the-art programmes and plans for improvement and development. We visited our main customers to enquire on their needs and involve them in our continuing development plans as well as facilitating the procedures and benefiting from their proposals and to meet their expectations. We also identified their expansion plans and future projects and the ways to secure their needs," he added.

The VIP customers' section team representing the Customer Relations Department visited strategic governmental partners in order to cater to their needs and to better serve the public while keeping pace with the continued development of Dubai and serving all its residents. These visits will be complemented by other ones to encompass quasi-governmental institutions, major developers, educational facilities, hospitals, shopping centers and other vital facilities.

Dewa extended its customer services network of offices throughout Dubai, in order to reach the largest number of customers and facilitate the access to the services provided.

Dewa opened a Customer Care Centre at the headquarters of the General Directorate of Residency and Foreigners Affairs (DNRD) in addition to two centres at Dubai Municipality's new Community Services building in Al Twar and another one in Umm Suqeim.

These centres will enable Dewa's customers to pay their electricity and water bills, to register new customers, to pay and to refund deposits, to get meters examination requests and clearance certificates and other services provided by the customer service offices.

Dewa will also open two new centres in the Gardens (Discovery Gardens) and in Dewa's new building in Jebel Ali industrial area.

On the other hand, Dewa has seven independent centres spread out in Dubai (headquarters, Al Hudaiba, Al Wasl, Umm Ramool, Burj Nahar, Eyal Nasser and Al Reef Mall).

Dewa also launched region's first e-services including iPhone applications targeting a large segment of the customer, by providing easy and quick services. These applications include many facilities such as GPS to locate customer centres, information pertaining to offices including telephone numbers and working hours, and the ability to save and send data in business card format.

Moreover, these applications allow them to communicate with Dewa through e-mails or by visiting Dewa website.