DEWA applies best technologies and work mechanisms to achieve customer happiness and satisfaction about water services

DUBAI, 7th February, 2015 (WAM) — Dubai Electricity and Water Authority (DEWA) is implementing a number of infrastructure development projects this year, to enhance the infrastructure of the Emirate and improve the efficiency and reliability of the water network in Dubai and provide an infrastructure that meets requirements for development.

DEWA’s efforts include building, developing, and upgrading energy and water projects in Dubai and supply electricity and water services according to the highest standards of reliability, efficiency, availability, and safety. The development projects are part of DEWA’s goal to enhancing customer happiness. They support its vision to become a sustainable world-class utility.

“The development work we are undertaking reflects the directives of Vice President and Prime Minister and Ruler of Dubai His Highness Sheikh Mohammed bin Rashid Al Maktoum, to enhance the global competitiveness of the UAE in general, and Dubai in particular. It achieves the happiness and welfare of UAE citizens and residents, and improves quality of life” said Saeed Mohammed Al Tayer, MD and CEO of DEWA.

“Our aim is not only to provide electricity and water services based on international best practices, but also to achieve customers’ happiness and satisfaction with the level of government services provided to them. These developments support the Happiness Meter, the unique initiative launched by HH Sheikh Mohammed bin Rashid Al Maktoum, Vice President and Prime Minister of the UAE and Ruler of Dubai, to measure people’s happiness and satisfaction with government services,” he added.

DEWA operates a modern and robust infrastructure in terms of production, distribution and transmission network, and their auxiliaries. DEWA works to keep pace with the growing demand for water in the Emirate by developing its infrastructure, building development projects, and develop and extend water networks to meet the growing demand for water in the Emirate.

DEWA adopts best international criteria to ensure reliability, security and maintenance of its network. It provides quick response to any complaint or remark from customers. In terms of providing water services and maintenance works, DEWA ensures monthly water meter readings of customer accounts. If customers notice any increase in water use, they should inform DEWA through official channels. DEWA will then immediately send a team of technicians to check the meter. Once the meter is checked, a notification letter is placed at the door of the property aising the customer on its status and whether it needs to be replaced or not. An SMS is also sent to the customer to inform him about the status of the complaint.

If an increase in water consumption is still recorded, the DEWA team will send an internal notification message to the Meter Reading Department at DEWA to double-check the reading. After confirming the reading, a notification is sent to the Meter Efficiency Department, which in turn sends an SMS to the customer notifying him about the increase in consumption. The Meter Efficiency Department sends staff and contacts the customers for a convenient appointment for checking the meter.

The customer is contacted by post and email. If an increase of change in the reading is recorded, the meter is then taken to technical inspection to check its efficiency. According to the results, the consumption is adjusted if the meter is found to be faulty.

The accuracy of the Billing System is a top priority for DEWA. If a flaw is discovered in the meter readings, the invoice will be amended as per the flaw discovered. However, if the increase was caused by any kind of internal water leaks or overuse of water, the customer will have to pay the increase in the bill.

If there is a need to test the meter, it is replaced with a new one and the old one is sent to DEWA’s maintenance section for technical evaluation. The checking process is anonymous and the customer’s name and account number will be always unknown to the Billing Management Department. The test results are sent to the Billing Department for necessary action. When a new water meter is installed, new data will be directly linked to DEWA’s Billing System.

This enables DEWA to ensure smooth and error-free meter readings. A reduction in water consumption may be noticed after the previous meter is reinstalled but sometimes high consumption levels may continue. This depends on the speed of the response and the problem being fixed.

DEWA always aises its customers to install efficient water pipelines, and use the shortest possible distances to connect water inside a property. The more the water network is organised and well-installed, the easier it will be for the customer to observe and detect any leaks in the network. Some indications that there is a leak include cracks in the walls near the leak or some plants or subsidence on the ground. A customer should always conduct a maintenance check up on the property’s water supply network to ensure soundness of water connections and that no water is leaked. DEWA aises its customers to have the connections regularly checked by specialists.

DEWA has made several achievements in aancing these best practices. These include the UAE ranking first in the Middle East and North Africa and fourth internationally for ease of getting electricity, according to the World Bank’s Doing Business Report 2015. DEWA has achieved very competitive results that outperform the private sector, even over leading European and American companies, in efficiency and reliability. This is demonstrated by DEWA reducing network line losses to 9 per cent compared to 15 per cent in North America in 2013. In the same year, DEWA achieved 4.9 minutes lost compared to 15 minutes registered by leading international organisations.

It also reduced losses in power transmission and distribution networks to 3.46% compared to 6-7 per cent in Europe and the USA. DEWA installed capacity is 9,656MW of electricity and 470 million imperial gallons of desalinated water daily. DEWA Provides a continuous supply of electricity and water services. It uses the latest technologies and best specialised work teams as well as communication channels to interact with its customers round the clock to ensure their comfort and happiness.