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Why DEWA’s vision includes ‘customer happiness’

Dubai Electricity and Water Authority (DEWA) held its Annual Strategy Launch Workshop 2014-2018 on Wednesday (Feb 19).

Led by HE Saeed Mohammed Al Tayer, MD & CEO of DEWA, and attended by Executive Vice Presidents, Vice Presidents, and Divisional Heads, the Annual Strategy Launch Workshop 2014-2018, held at the Burj Al Arab hotel, is a key step in defining DEWA’s goals for the next five years and creating effective strategies for achieving them.

It is part of its commitment to fulfill the UAE Vision 2021 and the Green Economy for Sustainable Development’ initiative announced by HH Sheikh Mohammed bin Rashid Al Maktoum, Vice President and Prime Minister of the UAE and Ruler of Dubai, as well as to support long-term economic growth.

“In his book, Flashes of Thought, His Highness Sheikh Mohammed bin Rashid Al Maktoum, writes that, ‘When governments evolve and develop services to make people’s lives easier, they contribute to their comfort and happiness.’ DEWA is already at the forefront in all these, and our goal is to achieve His Highness’s vision,” said Al Tayer.

“DEWA’s Annual Strategy Launch Workshop of 2014-2018 is based on five basic themes: Competent Capabilities and Effective Emiratisation, Operational and Service Excellence, Stakeholder Engagement, Strategic Innovation, and Sustainable Growth,” said Al Tayer.

“We have adopted the Creativity Lab approach as standard practice in DEWA and use it as an essential input in the strategy-planning process. We are committed to adopting the Government Innovation Lab as as an essential step in the preparation of our strategy, which is aligned to the vision of His Highness Sheikh Mohammed bin Rashid Al Maktoum, Vice President and Prime Minister of the UAE and Ruler of Dubai, to drive a culture of excellence and  innovation in all areas of work, especially in government services.

“At DEWA, we have followed this unique initiative passionately since its launch by His Highness. DEWA has launched the Creativity Lab by leveraging various channels of communication with all our partners to strengthen our journey towards excellence and implement our strategic programmes and initiatives,” added Al Tayer.

“During our discussions, we will focus on identifying strategies and action plans to enhance the transformation of Dubai into a ‘Smart City’ and to manage all facilities and services through intelligent systems to enhance the quality of life for all residents and visitors of Dubai. Our approach is also aligned with the Dubai Integrated Energy Strategy 2030, which aims to reduce demand for water and energy by 30% and increase the share of renewable energy sources,” added Al Tayer.

Al Tayer said that the workshop will focus on developing integrated plans and development programmes to drive DEWA’s activities and to ensure excellence in all tasks. The strategy will focus on positive growth opportunities and explore ways for further improvement. “We are committed to launching initiatives and organising events, conferences and international exhibitions that will promote sustainable development.

“We will also continue to facilitate the development of e-services provided by DEWA to our customers through advanced IT infrastructure, encourage the use of electronic services and simplify the procedures for transactions, to provide efficient and high-quality customer services. Our efforts have resulted in recognition and rewards: DEWA has won the best electronic gate award, and best smart phone app recently during the third GCC Electronic Government Conference and Award organised in Dubai.”

“By planning our strategy for the next five years, we are also highlighting our focus to achieve His Highness’s promise to host the best Expo that the world has ever witnessed in 2020. Through our infrastructure enhancements, we will have a seamless energy and water infrastructure for the expected 25 million visitors as well as support the massive infrastructure projects to host the Expo,” said Al Tayer.

“We have achieved very competitive results surpassing the private sector, and even leading European and American companies in efficiency and reliability. This is demonstrated by our reduction of losses in the electricity transmission and distribution networks to just 3.3%, compared to 6-7% in Europe and the US. Network line losses in the water sector decreased to 10.04% compared to 15% in North America, DEWA achieved 5.62 minutes for the minutes lost to customers, which is less than the world average, compared to 15 minutes in the European and American companies, setting another international benchmark, and highlighting our commitment to meet the growth in demand for water and promoting sustainability,” said HE Al Tayer.

Al Tayer explained that while DEWA’s achievements have contributed to the UAE being ranked first in the Middle East and North Africa (MENA) and fourth internationally for Getting Electricity, according to the 2014 World Bank Report Doing Business. “We cannot rest on our laurels. Our daily work must be to achieve the happiness of the people.”

“Organising the workshop is part of DEWA’s plans to launch its strategic plan and meet the goals of sustainable development through detailed discussions. We will review institutional mechanisms, strategic plans, performance indicators and improvement initiatives to achieve our goal of becoming a sustainable world-class utility,” said Waleed Salman, EVP of Strategy and Business Development.

The Workshop focused on three themes: demand side management, smart services and sustainability. Work teams were formed to discuss opportunities for improvement and develop new creative solutions through brain-storming sessions based on the outcomes of the DEWA campaign on social networking sites. These groups also reviewed the surveys and replies of the audience to these three themes, as well as the internal discussions with divisional experts and DEWA scholarship students. This involvement helped to enrich the discussions and the outcomes.

The workshop adopted and approved ideas and suggestions for improvement that are aligned to the Dubai Integrated Energy Strategy 2030, the Green Economy For Sustainable Development initiative, and the National Agenda launched recently by HH Sheikh Mohammed bin Rashid Al Maktoum, Vice President and Prime Minister of the UAE and Ruler of Dubai.

On the side-lines of the workshop, the winners of the DEWA Awards of Excellence programme will be honoured for their committed efforts to spread awareness about corporate strategy during 2013.

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