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DEWA Participates in Dubai Forum for Government Best Practices

Dubai Electricity and Water Authority (DEWA) participated in the Dubai Forum for Government Best Practices (DFGBP), organised by the Dubai Government Excellence Programme (DGEP) under the patronage of HH Sheikh Mohammed bin Rashid Al Maktoum, Vice-President and Prime Minister of the UAE, and Ruler of Dubai.

DEWA’s participation aimed to promote practical science-based experiences in public service, and strengthen the concepts of excellence, innovation, quality, and knowledge to help government departments apply them in all aspects of their work. DEWA also aimed to learn about best management and professional practices in the areas of development, quality, and organisational excellence.

DEWA also participated in the ‘Dubai Exhibition Achievements’ held as part of the Forum to demonstrate its latest national and global achievements which were crowned with the UAE, represented by DEWA, now ranked first in the Middle East and North Africa (MENA) and fourth internationally for ease of access to electricity, according to World Bank Report 2014 released recently.

HE Saeed Mohammed Al Tayer, MD and CEO of DEWA, stated one of DEWA’s latest achievements was resolving 90% of customers’ complaints in only 7 days, compared to the goal set by the Dubai Government of 75%. The required time to complete front office service was reduced to 5 minutes and 44 seconds in 2012, compared to 8m 52s in 2011, and 18m 59s in 2010. The waiting time for bills payment was also reduced to 3m 1s in 2012, compared to 5m 19s in 2011, and 16m 3s in 2010.

“The customer satisfaction indicator reached 91% in 2012, compared to 87% in 2011 and only 77% in 2009. This inspires us further to periodically evaluate and improve our operations and services, which yielded excellent results strengthening customer services.”

DEWA also highlighted its newest projects and initiatives which include smart applications and services for smart phones to enable customers to access DEWA’s services round-the-clock from anywhere. DEWA also showcased its e-Services provided on its website which occupied the first place in the quality evaluation results of Dubai government organisations’ websites for 2012-2013, giving DEWA the lead amongst governmental organisations in simplifying and facilitating access to government services.


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Current Issue October 2013