DEWA’s Customer Care Centre in Dubai has achieved an impressive service quality level of 96.22% in 2022. The average speed of response for technical calls has reached just 15 seconds, showcasing the center’s efficiency. Acting as a digital interactive hub, the center offers customers a range of pioneering solutions, procedural services and informational assistance. It enables seamless transactions through various integrated channels, including an AI-enhanced Interactive Voice System (IVR) available 24/7.
HE Saeed Mohammed Al Tayer, the MD & CEO of DEWA, emphasized the organization’s commitment to providing an exceptional customer experience through digital channels in line with the directives of Sheikh Mohammed bin Rashid Al Maktoum. DEWA aims to continuously evaluate and improve its services to maintain its leadership in availability, reliability, accountability and sustainability. Al Tayer also highlighted DEWA’s dedication to digital transformation, leveraging the latest disruptive technologies and AI tools to enhance digital channels and support the Smart Dubai initiative.
READ ALSO:
Amazon Inaugurates New Fulfillment Center in Riyadh
Equinix Unveils Largest Data Center in Dubai, Reinforcing Digital Opportunities in the Middle East
GIZ and Egypt Ministry Partner for E-Government and Innovation
During the first quarter of 2023, DEWA reported a remarkable 99% smart adoption of its services. The Customer Care Centre, managed by Moro Hub, a subsidiary of Digital DEWA, has been recognized as one of the top three call centers in the Dubai Model Centre assessment for 2022. This assessment contributes to the comprehensive evaluation carried out by the Hamdan bin Mohammed Programme for Government Services, aligning with the “Services 360” vision and the Digital Transformation Strategy under the concept of “one government”.
