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Dewa achieves highest score worldwide in customer experience

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Dubai Electricity and Water Authority (Dewa) has achieved the first global position scoring 100 per cent in implementing the requirements of the International Customer Experience Standard (ICXS2019).

The evaluation process included the preventive measures implemented by Dewa for the safety of its employees and customers during the Covid-19 pandemic.

The specialised team from the British Standards Institute (BSI) officially revealed Dewa maintains the category of ‘Internationally Distinguished Services’. The auditing process included virtual visits and tours as well as the direct broadcast of the centres that were evaluated using the latest technologies and communication mechanisms.

Saeed Mohammed Al Tayer, MD & CEO of Dewa, said, “Achieving the first global position in implementing the requirements of the International Customer Experience Standard for the third consecutive year reflects our commitment to Dewa’s Customer Happiness Charter, launched in 2015, and keenness to promote continuous innovation-driven improvement.

“We seek to enhance our competitiveness and have developed work mechanisms for assessing customer happiness in a live, direct and continuous manner. This is within an integrated framework for continuous improvement that incorporates strong evaluation and follow-up mechanisms. All this has enabled Dewa to set new global benchmarks in customer and stakeholder happiness,” added Al Tayer.

Waleed bin Salman, executive vice president of business development and excellence at Dewa, noted that Dewa obtains best global practices to design and implement innovative development initiatives and projects for excellence and its global position. Dewa has become an international benchmark in developing and implementing the highest excellence standards across all its activities and operations.

He added that this achievement reflects the importance Dewa attaches to its customers, their happiness, and upgrading its services to international levels. This is also a result of the top management’s support to provide a stimulating work environment to support the development of services and delivery channels to reach the highest happiness levels for its customers.

Dewa provides all its services on several digital channels. It has recently started providing its smart services on Amazon Alexa in Arabic, becoming the first government utility in the world to do this. Smart adoption of Dewa’s services reached 98.89 per cent in the fourth quarter of 2021.

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Dubai rolls out ‘Flexi Rents’ to support tenants with payment relief

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Dubai has launched a new initiative aimed at making housing more affordable by allowing tenants greater flexibility in how they pay their rent.

The programme, known as Flexi Rents, was announced by the Dubai Land Department (DLD) on Tuesday and will initially be rolled out through 12 participating real estate companies.

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Under the scheme, tenants will be offered a range of payment options, including monthly rent instalments, extended payment plans of up to 12 months, grace periods and revised payment schedules. In some cases, landlords may also waive rental increases.

Khalid Al Shaibani, Director of the Rental Affairs Section at the DLD, said the initiative was intended to improve housing stability and help residents manage rising living costs.

“The Affordable Rental Initiative reflects Dubai’s commitment to promoting housing stability and supporting residents through flexible and accessible rental solutions,” he said.

The programme will be available to both new and existing tenants. Residents currently paying rent through annual or multiple-cheque contracts can request revised payment arrangements from participating landlords and property management companies.

The DLD said some administrative fees associated with delayed cheque payments could also be waived. Tenants will be able to pay using a variety of methods, including credit cards, debit cards and cheques.

Officials said the initiative is expected to expand beyond the initial group of participating companies in the coming phases.

“This is only the beginning,” Mr Al Shaibani said, adding that further measures aimed at enhancing quality of life in Dubai would be announced in the months ahead.

According to DLD figures, nearly 1.2 million tenancy contracts, including new leases and renewals, were recorded in Dubai last year, underlining the scale of the emirate’s rental market.

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Etihad Rail announces official launch date for passenger services

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The UAE’s national railway developer, Etihad Rail, has announced that the introductory operational phase of its long-awaited passenger rail service between Abu Dhabi and Fujairah will begin on 30 June, reducing travel time between the two emirates to just one hour and 45 minutes.

Passengers will be able to book tickets from 23 June through the Etihad Rail website and mobile application. Fares on the Abu Dhabi–Fujairah route will start from AED55 for Comfort Class and AED120 for Premium Class.

The passenger rail fleet comprises 13 trains, each capable of carrying up to 400 passengers.

The network’s expansion will continue in phases, with Dubai Train Station and Al Dhaid Train Station scheduled to open on 30 September. Stations in Al Dhafra will follow on 30 December, while the route will be fully completed with the opening of Sharjah Train Station on 30 March 2027.

The announcement came as the Mohamed bin Zayed City Passenger Train Station in Abu Dhabi was inaugurated by Sheikh Khaled bin Mohamed bin Zayed Al Nahyan, Crown Prince of Abu Dhabi and Chairman of the Abu Dhabi Executive Council.

During a tour of the station, Sheikh Khaled reviewed its facilities, operational readiness and infrastructure.

He said the passenger rail project reflects the UAE’s ambition to create a fully integrated transport network, improving connectivity between emirates while supporting economic growth, tourism and urban development.

Etihad Rail said studies would also be carried out to assess the feasibility of extending passenger rail services to additional emirates in the future.

The launch marks a significant milestone in the UAE’s transport infrastructure strategy, with the network designed to connect major population centres, economic hubs and tourist destinations across the country.

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See why Keir Starmer is resigning as UK Prime Minister

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British Prime Minister Keir Starmer announced on Monday that he will step down as leader of the governing Labour Party and leave office within weeks, less than two years after leading Labour to a landslide election victory.

Starmer said he would remain as caretaker prime minister until Labour selects a new leader.

Click the link below to hear Keir Starmer’s resignation speech:

His departure follows mounting pressure within the party and comes days after Andy Burnham secured a key parliamentary victory, positioning himself as a potential challenger for the party leadership.

Speaking outside 10 Downing Street, an emotional Starmer said he had accepted the view of Labour lawmakers that the party needed new leadership ahead of the next general election.

Starmer’s popularity has fallen sharply since Labour’s decisive victory in July 2024, with critics pointing to sluggish economic growth, cost-of-living pressures and declining public support.

Burnham is now seen as a leading contender to succeed Starmer, although former health secretary Wes Streeting has also indicated he could enter a leadership contest.

Starmer leaves office after a turbulent period marked by domestic challenges but also international recognition for his support of Ukraine and efforts to navigate global crises.

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