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which the higher management can control
customer happiness results and take
immediate actions for improvement.
DEWA also circulated the system to all
customer service centers. The initial
results according to the internal system
of customer happiness index are so
excellent and in line with DEWA vision and
management and personnel expectations.
The customer happiness rate exceeded 98%
in the launch first days and the happiness
general index achieved a special result
based on Dubai smart government final
equation up to 98% in February 2016.
For this reason, DEWA launched in
cooperationwithCommunityDevelopment
Authority an educational video in order to
present threemain services inDEWA, firstly,
for hearing-impaired people supported
from Community Development Authority
sign language experts. It also presents how
customer can use DEWA services such as
Move-out, Move-in, bill Inquiry, and bill
payment channels.
The educational clips also are compatible
with DEWA “Ashir Initiative” launched
in November 2014 for hearing-impaired
people which enable them access to live
video chat with DEWA call centers using
sign language via DEWA smart apps
around the clock. DEWA is also the first
government body in UAE launches this
service.