Dubai Electricity and Water Authority (DEWA) has used its state-of-the-art digital infrastructure, including Artificial Intelligence (AI) which is part of the digital transformation map at DEWA, to turn its Customer Care Centre into a pioneering, interactive digital centre, to enrich customer experience for seamless transactions on multiple channels. The centre adds to DEWA's smart channels for customers to complete their transactions anytime and anywhere. DEWA also provides all its services on its smart app and website.

The interactive digital centre provides a wide range of pioneering services and solutions through Interactive Voice System (IVR) enhanced by AI and available around the clock. This includes procedural services and information services for customers to submit electricity and water requests, EV green charger services and the Smart Living dashboard to get information on all DEWA's services. The constantly updated digital database identifies different customer segments such as People of Determination, senior citizens, nursing and others, thus prioritising calls to provide the highest standards of professionalism and quality in service.

Using AI, the centre identifies the caller's account at DEWA and its status to modify its options accordingly, which is very useful for accounts within maintenance areas. The system promptly directs the customer to the most convenient choice, to meet customer needs in a fast, smart and advanced manner. It analyses incoming calls, repeated keywords, customer satisfaction terms, and their happiness towards the service provided to them, in addition to learning about the most common enquiries.

The system also takes note of positive and negative feedback so that DEWA can outline development plans and make quick and informed decisions to increase happiness and the customer experience. 

 "DEWA adopts key objectives as part of its strategy, which are directly related to making customer segments happy as well as providing a seamless and unique experience to exceed customer expectations. DEWA is committed to achieving 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 accelerate digital transformation and to make Dubai the smartest and happiest city in the world.

DEWA provides smart communication channels to deliver the highest level of service, save time and effort and address all stakeholder enquiries and requests. DEWA strives to outline a plan based on their feedback to meet their aspirations. This is by building a smart government that provide its services through smart, integrated, and connected systems; anytime and anywhere," said HE Saeed Mohammed Al Tayer, MD & CEO of DEWA. 

“Despite the challenges associated with the COVID-19 pandemic worldwide, DEWA maintained its workflow and journey for customer happiness, without compromising health and safety. The quality of calls received by the Customer Care Centre on 046019999 in the first half of 2021 reached 97.54%,” added Al Tayer.

The Customer Care Centre has trained employees who speak Arabic, English, French and Urdu, among others, with the latest technologies and AI, including IT business continuity, to deal with emergencies according to the highest standards. These efforts have helped the centre receive the ISO 18295-2017 in 2020 for managing customer care centres. DEWA won five prestigious awards at the 2019 Middle East Call Centre Awards, organised by INSIGHTS Middle East.

DEWA's Customer Service Centre provides the Ash'ir service round the clock for speech and hearing-impaired customers to communicate using sign language. It also provides the Hayak service, an online text and video-chat service on DEWA's smart app and website for customers to communicate directly with DEWA's call centre staff. DEWA's Customer Care Centre operates 24/7, including on public holidays, to answer all customer enquiries and through email: customercare@dewa.gov.ae It accepts calls via its number 991 for technical notifications and 04-601 9999 for general enquiries.