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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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Passenger train travel in UAE moves closer with new station

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The UAE has taken a major step towards launching passenger rail services, with the first station by Etihad Rail now completed in Fujairah.

The milestone highlights growing progress on the country’s national rail network, which is expected to transform how residents travel between emirates in the coming years.

The station was visited by His Highness Sheikh Hamad bin Mohammed Al Sharqi, Supreme Council Member and Ruler of Fujairah, alongside Sheikh Mohammed bin Hamad bin Mohammed Al Sharqi and Sheikh Theyab bin Mohamed bin Zayed Al Nahyan, who reviewed construction progress and upcoming services.

Speedy inter-emirate travel

Once operational, Etihad Rail’s passenger network is expected to offer faster, more convenient travel across the UAE, providing an alternative to driving between cities.

For many residents, especially commuters and frequent inter-emirate travellers, the network could mean:

  • Reduced travel times
  • Less reliance on cars
  • More affordable long-distance transport options

Expected routes and travel times

  • While full passenger schedules are yet to be confirmed, Etihad Rail has previously outlined key routes and estimated journey times across the UAE:
  • Abu Dhabi to Dubai: Around 50 minutes
  • Abu Dhabi to Fujairah: Around 100 minutes
  • Dubai to Fujairah: Around 50 minutes
  • Abu Dhabi to Sharjah: Around 70 minutes

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Don’t cross here: Abu Dhabi Police issue fresh warning

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Pedestrians in Abu Dhabi are being reminded to use designated bridges, tunnels and crossings to stay safe and help reduce road accidents, according to Abu Dhabi Police.

The advisory comes as part of GCC Traffic Week 2026, held under the theme “I Cross Safely,” which focuses on improving road safety awareness across the region.

Officials warned that crossing roads from undesignated areas remains a high-risk behaviour, putting both pedestrians and drivers in danger, especially on busy roads where vehicles may not be able to stop in time.

Pedestrian crossings in place

Authorities highlighted that the UAE’s road network includes well-equipped pedestrian bridges, tunnels and marked crossings, designed to ensure safe and smooth movement across major roads.

Shared responsibility

Police are urging residents and visitors alike to follow traffic rules and act responsibly, stressing that road safety depends on collective efforts from both pedestrians and motorists.

For residents, the message is simple: use the right crossing points to stay safe and avoid unnecessary risks.

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US issues advisory in UAE after security alerts

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The US Mission to the UAE has advised American expats in the country to remain alert following warnings of potential aerial threats.

The guidance comes after alerts issued by the UAE Ministry of Interior, with officials confirming that recent aerial threats were successfully intercepted.

A Level 3 Reconsider Travel advisory from the US Department of State remains in place, urging citizens to exercise increased caution while in the country.

Embassy operations continue with adjustments

The US Embassy Abu Dhabi and Consulate in Dubai remain open but are operating with reduced staffing under an ordered departure status, with non-essential personnel temporarily relocated.

Routine visa services are currently suspended, although emergency consular services remain available.

What US expats should know?

Authorities have encouraged citizens to stay informed through official channels and be prepared to follow safety instructions if needed, including temporary shelter-in-place measures.

Precautionary advice includes:

  • Staying away from windows during incidents
  • Keeping basic emergency supplies ready
  • Maintaining communication with family members

Officials say the situation is being closely monitored, with further updates expected as needed. UAE authorities have emphasised that response systems are active and effective, with safety remaining a top priority.

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