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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’s latest road upgrades: RTA cuts commute times across 18 neighbourhoods

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If your drive home felt a little smoother today, you aren’t imagining it. The Roads and Transport Authority (RTA) just wrapped up a massive 13km road enhancement project across 18 different Dubai neighbourhoods.

We’re talking new pavement, better street lighting, and smarter roadside parking, all designed to make your daily point A to point B a whole lot easier.

40% faster journeys

The Director of Roads at RTA, Hamad Al Shehhi, confirmed that these upgrades aren’t just about looks. By paving previously unpaved sections and tightening up the road networks, the RTA has managed to slash journey times by up to 40% in these areas.

Is your neighbourhood on this list?

The project was rolled out in phases to cover a massive chunk of the city. Here are the 18 residential areas that just got a major makeover:

  • North & East: Al Khawaneej 1, Al Mizhar 1 & 2, Al Twar 1, Al Rashidiya, Mirdif, and Muhaisnah 1.
  • Central: Jumeirah 1, Al Satwa, Al Hudaiba, Zaabeel 1, and Nad Shamma.
  • South & Industrial: Al Barsha 1, Al Barsha South 1, Al Quoz 1 and 3, Umm Suqeim 1, and Umm Ramool.

More than just asphalt

This project was a full glow-up for local streets. Aside from the new roads, the RTA added:

  • Provision of roadside parking (no more circling the block!).
  • New pavements for a more pedestrian-friendly vibe.
  • Upgraded street lighting to keep things safe after sunset.

With all the latest upgrades, Dubai wants to make city life better for citizens as it grows.

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Sharjah Ruler saves local tourism and wildlife: New eco-friendly boats coming to Kalba lake

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In a move that’s the definition of a win-win, His Highness Sheikh Dr Sultan bin Mohammed Al Qasimi, Supreme Council Member and Ruler of Sharjah, has stepped in to save a local business while protecting Sharjah’s wildlife. He suspended a decision by the Department of Economic Development to shut down a tourist boat project operated by Abu Hamad from Kalba. 

What happened?

The Sharjah Economic Development Department (SEDD) originally pulled the plug on the project because traditional boat propellers were becoming a danger to the rare turtles living in the lake. While it seemed like the end of the road for the project, Sheikh Dr Sultan went on the Direct Line radio programme to deliver some good news.

The green solution

Instead of closing the business, the Ruler ordered a total tech upgrade. Here’s how the project is being saved:

  • Propeller-free zone: The traditional boats will be replaced with specially designed, eco-friendly versions that won’t harm marine life.
  • Custom-built: If these specific boats aren’t available on the market, Sheikh Dr Sultan confirmed they will be specially manufactured for the project.
  • Full support: The owner, Abu Hamad, was personally reassured that he would be supported so he could continue his work without any financial loss.

This isn’t just about one business, it’s about how Sharjah is balancing tourism with its fragile ecosystems. Kalba’s mangroves are home to some of the region’s most unique habitats, and this intervention ensures that people can still explore the natural beauty of the emirate without putting wildlife at risk.

“We will provide boats designed for such environments, boats that do not use propellers but operate in a way that does not harm these living creatures,” said Sheikh Dr Sultan.

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US Embassy lifts shelter-in-place for UAE staff: What citizens need to know

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After a tense period, the US Embassy in the UAE has officially called off its shelter-in-place advisory for employees. With attacks coming to a halt, staff are back on the move, but the embassy is making it clear: Stay alert.

The Current status?

While the stay indoors order is over, it’s not exactly business as usual. Here’s the breakdown of where things stand right now:

  • Travel advisory: The UAE remains at Level 3: Reconsider Travel.
  • Staffing: Non-emergency personnel are still relocated outside the country, meaning the embassy and consulate are on ordered departure status.
  • Services: Routine visa services are suspended, and consular help is currently limited to emergencies and essential passport services.

Tips for US citizens in the UAE

The embassy is advising everyone to keep their guard up. If you’re a US citizen in the area, here is your checklist:

  1. Get the App: Enroll in STEP (Smart Traveller Enrollment Programme) to get real-time security pings.
  2. Stay prepared: Keep food, water, and medications handy. Whenever the emergency alarm is sounded, stay away from glass windows.
  3. Charge up: Keep your phone charged and save those emergency numbers.
  4. Low profile: Be aware of your surroundings and keep your friends/family posted on where you are.

Emergency contacts

  • UAE Emergency Services: 999
  • US Embassy Abu Dhabi: +971-2-414-2200
  • US Consulate Dubai: +971-4-309-4000
  • State Dept (Global): +1 202-501-4444

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