DEWA’s Customer Care Centre receives ISO18295–2017 certification for Customer Contact Centres

  • By ; Nahla Muqalad

    Dubai Electricity and Water Authority (DEWA)’s Customer Care Centre has received ISO18295–2017 certification for Customer Contact Centre Management. This is in recognition to its important role in improving work concepts and mechanisms, and making a quality shift in the services provided to customers around the clock. This adds to DEWA’s record of successes and shows its continuing efforts to develop best practices in call centres. This enables DEWA to improve its operations, enrich the customers’ experiences, and make them happy.

    “At DEWA, we work in line with the vision and directives of His Highness Sheikh Mohammed bin Rashid Al Maktoum, Vice President and Prime Minister of the UAE and Ruler of Dubai, to achieve excellence in all our work. DEWA has come a long way in terms of business continuity and customer happiness. DEWA has been announced as the top government organisation in the Customer Happiness index for 2019 with a 90.1% score. This achievement pushes us forward to continue our excellence and delivery. It also encourages us to meet the expectations  of our wise leadership. DEWA adopts innovation and the latest technologies to provide electricity and water services at the highest levels of availability, reliability, and efficiency. DEWA spares no efforts in making Dubai the smartest and happiest city in the world. This is according to a clear vision, plans and sustainable programmes to make the UAE the best country in the world by the UAE Centennial in 2071,” said HE Saeed Mohammed Al Tayer, MD & CEO of DEWA.

    “We will increase our efforts as this year has been declared ‘2020: Towards the next 50,’ to ensure the ongoing reliable supply of electricity and water to all Dubai’s residents and secure their needs from energy and water around the clock, answer their enquiries and respond to their requests. We are also committed to taking all customer suggestions, while meeting customer expectations. DEWA provides smart and various communication channels to provide the highest standard of service. This saves customers both time and effort and streamlines their transactions, thus making them happy. This is done by creating a smart government to develop a smart government that offers its services through intelligent and connected systems from anywhere at any time. This achieves the UAE Vision 2021 to make the UAE one of the best countries in the world by 2021, and the Dubai Plan 2021, to establish the Emirate as the preferred place to live, work, and visit,” added Al Tayer.

    “DEWA adopts an integrated communication system and uses the latest smart and disruptive technologies as well as advanced technological solutions to achieve the UAE Strategy for the Fourth Industrial Revolution. DEWA applies the highest communication standards between its stakeholders and customers including customers and project developers,” said Marwan bin Haidar, Executive Vice President of Innovation and the Future at DEWA. Bin Haidar praised the efforts of the customer care centres staff and their continuous work to achieve significant results in terms of quality, and the best results internationally in terms of the speed in answering calls. He hailed their constructive efforts to gain customers’ trust. This helps DEWA, through the centre, to win 5 prestigious awards for the 2019 Middle East Call Centre Awards, organised by INSIGHTS Middle East.

    As well as the customer happiness centres; the customer care centres, and the future customer happiness centres, Rammas, DEWA’s virtual employee, is available around the clock in Arabic and English. It is available on DEWA’s website, smart app on iOS and Android, Facebook, Amazon’s Alexa, Google Home, its robots and WhatsApp Business. DEWA is the first government organisation in the UAE to have a verified WhatsApp Business account. Rammas responds to customers instantly, while continuing to learn and understand their needs based on their enquiries. Rammas then analyses these enquiries based on available data and information, and takes action to accurately answer and streamline transactions.

    DEWA’s Customer Care Centre is composed of highly qualified employees trained in providing excellent customer services. The multilingual team can communicate in Arabic, English, Hindi, French, and Urdu, among others. The Customer Care Centre answers calls by its Interactive Voice Response system, enabling DEWA’s customers to make use of its services smartly and efficiently.

    DEWA’s Customer Care Centre differs from others in the country and the entire region as it uses two unique services. The Ash’ir (Arabic for ‘to signal’) service supports speech- and hearing-impaired customers. This is a live-video-chat service that uses sign language, and enables people with hearing disabilities to communicate directly with DEWA’s call centre staff. The Hayak service is an online video-chat service that allows customers to communicate directly with DEWA's call centre staff. It is available on DEWA's smart app and website.

    DEWA’s customer care centres operate at all hours, on weekends, and during public holidays.


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