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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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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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Dubai sets new rules for public behaviour, celebrations in push to become world’s most civilised city

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Dubai is preparing to introduce official guidelines on public behaviour and celebrations as part of a broader initiative to strengthen its position as the world’s most civilised city.

The announcement was made during the fifth meeting of the Dubai Civility Committee, chaired by Mohammad Abdullah Al Gergawi, Chairman of The Executive Office and Chairman of the Committee.

Among the key initiatives unveiled were the Dubai Civility Guidebook, which will provide a shared framework for conduct in public spaces, and Guidelines for Celebrating Different Occasions, aimed at ensuring that celebrations reflect the values, responsibilities and cultural identity of Dubai’s diverse community.

Public behaviour

Officials said the initiative goes beyond appearances, positioning civility as a comprehensive ecosystem that enhances quality of life, public behaviour, urban aesthetics and the overall experience of residents and visitors.

The committee also reviewed plans for an integrated lighting strategy designed to strengthen Dubai’s visual identity and create greater harmony across the cityscape. In addition, members discussed a comprehensive assessment framework to help establish standards for what Dubai describes as the world’s most civilised urban environment.

Al Gergawi said the emirate has already built a distinctive global model of civility under the vision of His Highness Sheikh Mohammed bin Rashid Al Maktoum, Vice President and Prime Minister of the UAE and Ruler of Dubai, with people and quality of life remaining at the centre of development efforts.

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New Dh750m Sharjah-Dubai traffic solution plan: What motorists need to know

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For years, motorists travelling between Sharjah and Dubai have faced some of the UAE’s longest daily traffic delays. Now, a major infrastructure programme announced by Sharjah is aiming to change that.

His Highness Sheikh Dr Sultan bin Mohammed Al Qasimi, Supreme Council Member and Ruler of Sharjah, has unveiled a package of road projects worth Dh750 million that will introduce new routes into Dubai, expand key traffic corridors and create a direct underground link beneath one of Sharjah’s busiest intersections.

The flagship project is a tunnel that will pass underneath Al Taawun Roundabout, creating a dedicated route for vehicles heading towards Dubai through Al Nahda Bridge. The tunnel is expected to remove a significant volume of through-traffic from surface roads, helping ease congestion in an area that regularly experiences heavy peak-hour delays.

New corridor

Alongside the tunnel, Sharjah is building Noor Road, a new corridor that will connect Al Orooba Street directly with Dubai. Though the competition date is yet to be announced, Sheikh Dr Sultan said Noor Road is scheduled to open before the end of 2026 and is expected to provide motorists with an additional alternative to existing entry points between the two emirates.

The projects form part of a broader strategy to improve traffic across Sharjah’s eastern and central districts while strengthening links with Dubai. Road upgrades will focus on improving access between residential communities, commercial centres and major highways, creating a more efficient network for both daily commuters and businesses.

Transport challenges

Traffic between Sharjah and Dubai remains one of the UAE’s biggest transport challenges, with thousands of residents crossing emirate borders every day for work and education. Officials believe the new projects will help distribute traffic more evenly across the network, reduce pressure on existing bottlenecks and improve journey reliability.

Authorities say the investment is not solely about reducing congestion. The developments are also intended to support future urban growth and improve connectivity.

While construction timelines for some elements are still being finalised, Noor Road is expected to be operational by the end of next year, marking one of the first major milestones in the programme.

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