HE Saeed Mohammed Al Tayer, MD & CEO of Dubai Electricity and Water Authority (DEWA), inaugurated DEWA's new Future Customer Happiness Centre at the Persia Court in Ibn Battuta Mall.
The Centre, designed with advanced digital infrastructure, aligns with Dubai's vision of becoming a leading global digital city. The opening ceremony was attended by senior DEWA officials, including Marwan Bin Haidar, Waleed Bin Salman, and Dr. Yousef Al Akraf.
The state-of-the-art Centre offers various digital services and facilities, including video chat screens, private cabins, and DEWA’s virtual employee “Rammas,” supported by AI and ChatGPT. Customers can make payments through CDM and Etisalat machines and access DEWA’s smart app and various chat channels, including services for those with hearing impairments. The Centre also features the 04 Platform for customer feedback and a Customer Happiness Lounge to engage customers in service development.
Al Tayer highlighted DEWA's commitment to Dubai's digital transformation, noting the smart adoption rate of DEWA’s services reached 99.21% in the first half of 2024. DEWA achieved a 98.3% score on the Instant Happiness Index and 100% on the International Digital Customer Experience Standard (IDCXS) certificate assessment.
The Centre is compliant with the Dubai Universal Design Code, ensuring accessibility for People of Determination. Previously located in the China Court, the Centre operates according to the mall's hours and offers multiple communication channels, including a website, smart app, and Customer Care Centre, to enhance customer experience and satisfaction.
News Source: Dubai Media Office
