The Dubai Electricity and Water Authority "DEWA" is working to achieve a 100% rate in resolving customer complaints during 2024 by utilizing the latest tools and complex methodologies. The authority offers a diverse range of services through its virtual advisor "Ramas" supported by "ChatGPT" technology, available on the authority's artificial intelligence application and its electronic site, alongside other means such as Facebook, Google Plus, and WhatsApp Business, and the Alexa system from Amazon.
In addition, the authority provides the "Ashar" service on a 24-hour basis, dedicated to customers with hearing disabilities. The authority aims, through the Customer Happiness Charter launched in 2015, to enhance the participation of the auditors and provide innovative solutions that achieve their satisfaction.
In this context, the authority's efforts to please customers were recognized by achieving a 97.01% satisfaction index for customers with the Dubai government for 2024. The elected member and CEO of the Dubai Electricity and Water Authority, Saeed Mohammed Al Tayer, stated that the authority works to provide advanced communication channels that enable customers to submit their observations easily and smoothly, while ensuring timely and efficient provision of appropriate solutions.
Al Tayer added: "We continuously monitor the level of customer satisfaction and benefit from their feedback in developing our services and designing the customer experience in a good manner." The authority relies on several channels to communicate with customers, including the unified platform for communication between the Dubai government and its customers, and the authority's dedicated smart application on various platforms, as well as surveys of opinions and other creativity workshops.
