Shaikh Hamdan, Saeed Mohammad Al Tayer and other officials at the launch of Dewa’s Future Centre for Customer Happiness at Ibn Battuta Mall on Sunday. Image Credit: WAM

Dubai: Shaikh Hamdan Bin Mohammad Bin Rashid Al Maktoum, Crown Prince of Dubai and Chairman of the Executive Council of Dubai, on Sunday launched the Dubai Electricity and Water Authority (Dewa)’s Future Centre for Customer Happiness at Ibn Battuta Mall.

The inauguration was attended by Saeed Mohammad Al Tayer, MD and CEO of Dewa and Ali Rashid Lootah, the Chairman of Nakheel, Marwan Bin Haidar, EVP — Innovation and The Future at Dewa, and many senior employees

This is the first integrated smart customer happiness centre in Dubai, which depends on Artificial Intelligence (AI) and Robotics, and provides smart and innovative services to all stakeholders.

“The Centre represents a practical implementation of the UAE’s objectives to build the government of the future, and embodies the vision of His Highness Shaikh Mohammad Bin Rashid Al Maktoum, Vice-President and Prime Minister of the UAE and Ruler of Dubai, to enhance service delivery and enable customers to access comprehensive, integrated and smart services that save time and effort.

Dewa is keen to implement the objectives of the Dubai 10X initiative, launched by His Highness, to propel Dubai towards the future making it 10 years ahead of other cities of the world, through government innovation,” said Al Tayer.

“The Centre contributes to achieving customer happiness, and is in line with the directives of Shaikh Hamdan, to ensure that the government environment is completely paper free by 2021. Dewa strives to enrich customer experience, and contribute to providing seven-star quality services, as well as transform them into centres for innovation and creativity, in line with its vision to become a sustainable innovative world-class utility,” added Al Tayer.

“The centre relies on the latest technologies to achieve customers’ satisfaction and exceed their expectations. The services have smart self-service booths to help customers complete their transactions with ease. These include Rammas, the virtual employee that uses Artificial Intelligence (AI) to answer queries, the Tayseer smart bill payment platform, live chat and the Future Services section to get design and develop Dewa’s future services, in line with the highest international standards,” added Al Tayer.

The services are also available through Etisalat payment machines, Emirates NBD cheque deposit machines, and the smart and electronic services provided by the banks. Dewa also integrates its services with other government organisations to provide innovative services that have positive impact on customers by reducing the steps needed to complete their transactions. These include Ejari service, which enables customers to get electricity and water services as soon as they attest their rental contracts at any of the 800 real estate offices approved by Dubai Land Department, without having to visit Dewa’s customer happiness centres.

Dewa was the first government organisation in the UAE to launch Rammas, which acts as a virtual employee, making use of AI to answer customer enquiries. Rammas is characterised by its ability to learn and understand the needs of customers, according to their enquiries. Rammas analyses these based on available data and information, and takes action to accurately answer most queries. Rammas is available on Dewa’s website, smart app (iOS and Android), Facebook, and Amazon’s Alexa service.