To continue world-class customer service delivery across the Emirate

Dubai: 10th May, 2011: In line with the strategic vision of Dubai and the mission of Dubai Electricity and Water Authority (DEWA) to meeting customer satisfaction and promoting Dubai's vision through delivery of electricity and water services at a world-class level to Dubai customers, DEWA has launched an upgraded and advanced Intelligent Voice Response System (IVR) tailor-made to meet the diverse requirements of customer queries, including emergency and technical assistance and Customer Care Services and procedures such as registration, billing, and payment. 

Launched on March 25th, the new IVR system serves over 26 different options to customer in the sub menu with special attention given to emergency and technical queries. Via using the IVR system customers requiring Emergency and Technical support can check their disconnection status and outstanding payments, register an Emergency and Technical complaint and follow-up on a registered complaint through the audible Voice Recording System.

The IVR system also contains detailed Customer Care Services designed to assist callers with a comprehensive range of services including last payments queries, outstanding bills and final bill requests. The automated system also enables customers to request a faxback or email of their current statement.
Commenting on the new Intelligent Voice Response System H.E Saeed Al Tayer, Managing Director and CEO of DEWA said; "Our objective is to deliver exceptional services by implementing modernized technology and solutions which meet the growing customer demands. The IVR system is built beyond the exact needs and expectations of all DEWA Customers and will serve their queries conveniently and efficiently"    

Mrs. Amal Al Suwaidi, Vice President of DEWA Customer Relations stated that: "Early analysis indicates that the IVR system is already being used successfully by customers throughout the Emirate with a high service quality level being recorded. By harnessing the best practice technologies and innovations DEWA is able to implement programmes that deliver exceptional customer service and meet the Authority's vision as a world-class utility provider."

Mrs Amal also added: "The new IVR system has already had a positive impact on the call load in just a few weeks with customers availing services from the new system. Early figures indicate that many customer queries are successfully being met by the automated system as seen at the end of the fifth week since its launch, an improvement of 20% was observed in the IVR service usage when it was compared with five weeks statistics prior to the launch of the new IVR.

The Intelligent Voice Response System is available in two languages, English and Arabic and can be reached at 04 6019999.

For more information regarding DEWA please visit www.dewa.gov.ae.

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About DEWA
The Dubai Electricity and Water Authority (DEWA) is a local utilities provider responsible for delivering and managing vital electricity and water supply to customers across the emirate of Dubai. Across all of its operations DEWA aims to provide the best possible customer services with reliable, clean and safe electricity and water.

DEWA was established in 1992 following the merger of Dubai Electric Company and the Dubai Water Department which had both been operating independently since 1959. Today, DEWA has a workforce of over 8,000 employees each striving to deliver the highest standards of services with consistency and reliability.

In line with its vision, and in keeping pace with international developments in technology, DEWA became one of the first local authorities to be completely e-enabled. Its website reflects the organization's ongoing efforts to communicate effectively with its customers and to provide eGovernment services and up-to-date information for online users.

For more information, please visit:  www.dewa.gov.ae

© Press Release 2011