“Dua” achieves 100% in solving customer notes during 2024

The Dubai Electricity and Water Authority (Diwa) announced a 100% achievement in solving customer notes during the year 2024, using the latest tools and innovative methodologies to communicate with customers and determine their needs and adopt them, through a package of pioneering services and initiatives aimed at strengthening the happiness of the customers, and the charter of the customers, which the authority launched in 2015, aims to enhance the involvement of those concerned by adopting best practices and providing solutions Creative and smart that is in line with their aspirations and achieve their happiness.

The efforts of the commission in the field of happiness of customers culminated in obtaining 97.01% in the Happiness Index with the Dubai Government 2024, which was prepared by the Dubai Government Excellence Program of the General Secretariat of the Executive Council of the Emirate of Dubai.

The Managing Director, CEO of Dubai Electricity and Water Authority, Saeed Mohammed Al -Tayer, said that the authority has allocated advanced channels and means to communicate with the customers, allowing them to provide their notes and express their opinions easily and easily, and ensures that appropriate solutions are delivered quickly and highly efficient, stressing that the happiness of customers is the top of the authority’s priorities that adopt a basic goal within its strategic map, directly concerned with the happiness of the groups The concerned.

Al -Tayer added: «We are working continuously to monitor the level of happiness of the customers for our services according to advanced mechanisms and methodologies to find out their opinions and benefit from them in the periodic review of the service matrix, designing the customer’s experience, and the quality follow -up systems.”

The Dubai Electricity and Water Authority adopts multiple channels to communicate with dealers and the public in general, including the unified platform for communication between the Dubai government and its transactions, the website and the authority’s smart application on the iOS platforms, “Android” and “Huawei”, opinion polls and focus groups, creativity laboratories and others. Customers can also communicate with the authority through a group of communication channels that include phone calls, e -mail, visual and text conversations.

The authority provides a group of its services through its virtual employee, “Ramas”, which is supported by the “Chat BT” technology available on the smart authority application and its website, and its account on the social networking site (Facebook), the “Google” assistant platform, the “robots” of the authority, and “WhatsApp Business”, in addition to the “Alexa” smart systems from “Amazon”. Moreover, around the clock the authority provides the “Ashir” service for customers with hearing disabilities.