DEWA’s One Step initiative allows customers to activate/deactivate utility services without physical visits

Dubai Electricity and Water Authority (DEWA) has launched its One Step initiative, which speeds up procedures to activate/deactivate electricity and water services, without having to visit DEWA’s customer happiness centres. The move supports DEWA’s commitment to streamline procedures and save time and effort, to enrich customer experience and happiness. This supports DEWA’s vision to become a sustainable innovative world-class utility, and provides customers with more smart billing options.

The One Step initiative allows the activation of electricity and water service for DEWA’s customers, once they receive their Ejari contract from the real estate companies or typing centres certified by Land Department in Dubai. The customer receives an SMS or email from DEWA, containing the instructions for the activation of electricity and water service. Customers can also deactivate electricity and water services, and get their final bill, using DEWA’s smart app or website. Customers can easily request for refund of their deposit and have it transferred directly to their bank account, using the IBAN number, or received a cheque by mail to their registered local address.

The initiative also provides smart payment methods at DEWA’s customer happiness centres for customers to have additional smart payment options. Bills can be paid in instalments, with no interest or additional charges, if they use credit cards from Emirates NBD or Mashreq Bank.

"We have launched the unique One Step initiative to support the vision of HH Sheikh Mohammed bin Rashid Al Maktoum, Vice President and Prime Minister of the UAE and Ruler of Dubai, to anticipate the future, prepare for change, and improve government services to the highest levels to make people happy. One Step allows customers to complete procedures to activate/deactivate electricity and water services in one simple step. This supports DEWA’s commitment to enhance its global leading position as a pioneering utility that provides its customers with smart, innovative, and fast services, using seamless integrated systems. This is done via smart channels, anytime anywhere. Through the continuous development of our services, we aim to enrich customers’ experiences and exceed their expectations by implementing state-of-the-art technological solutions. These efforts support the Smart Dubai initiative to make Dubai the smartest and happiest city in the world, and the 10X initiative to make Dubai a city of the future,” said HE Saeed Mohammed Al Tayer, MD & CEO of DEWA.

“This initiative is part of the DEWA’s innovation strategy and a result of the efforts of DEWA’s Innovation Team, which includes experts and innovators from all divisions and departments. The team has made great efforts that have resulted in many initiatives, including One Step, which supports DEWA’s commitment and strategic priorities to promote smart services and innovation. These efforts contributed to DEWA’s winning the Best Entity in Innovation award in the 20th Dubai Government Excellence Program Awards (DGEP) and being honoured by HH Sheikh Mohammed bin Rashid Al Maktoum. We have incorporated innovation in DEWA’s vision and raised its importance to encompass 40% of DEWA’s strategic map. We have also included strategic objectives within DEWA’s strategy map that focus on envisioning the future, innovation, and the happiness of stakeholders, to achieve DEWA’s vision to become a sustainable innovative world-class utility, and the Dubai Plan 2021 to make Dubai a city of happy, creative and empowered people,” concluded Al Tayer.

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