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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.

Education

UAE: Parents can now attest school certificates in just 3 minutes

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The UAE has introduced a major digital upgrade for parents and students, with the Ministry of Foreign Affairs and Sharjah Private Education Authority launching a new system that allows academic certificates to be issued and attested online in just minutes.

    Activated through the Dalil platform, the service combines certificate issuance and attestation into one streamlined digital process, removing the need for families to navigate multiple platforms or complete separate applications.

    Officials said the move is part of the UAE’s wider Zero Government Bureaucracy Programme, designed to simplify services, reduce paperwork and create a better, more user-friendly digital experience.

    Previously, parents often needed to complete up to three separate procedures involving schools, the Ministry of Foreign Affairs and UAE missions abroad. Under the new integrated system, the entire process can now reportedly be completed in around three minutes instead of taking up to six working days.

    The platform allows users to issue academic certificates through SPEA while simultaneously obtaining attestations from MoA and the relevant UAE mission in the destination country through one unified digital window.

    Officials described the initiative as another step towards building a fully connected digital government ecosystem focused on convenience, efficiency, and smarter public services.

    The new service is expected to particularly benefit families applying for university admissions, overseas transfers, and official educational documentation both inside and outside the UAE.

    Why is certificate attestation needed?

    School certificate attestation is the official process of verifying and certifying the authenticity of a student’s educational documents. This ensures that academic records and other important certificates are legally recognised by authorities in the UAE.

    The process is often required for several key purposes, including school admissions, university applications, student visa procedures and confirming the validity of educational qualifications for use inside the country.

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    Forgot driving licence at home? UAE says digital copies are enough

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    Drivers across the UAE no longer need to carry printed driving licences or vehicle registration cards while on the road, after the Federal Traffic Council confirmed that officially issued digital versions are now recognised as complete legal alternatives.

    According to the Ministry of Interior’s Federal Traffic Council, motorists can use electronic driving licences and vehicle registration cards through official smart applications, including the MOIUAE app and local authority platforms such as TAMM in Abu Dhabi.

    The move is part of the UAE’s wider push towards digital transformation and paperless government services, allowing residents to access official traffic documents instantly through their smartphones.

    Authorities said traffic officers can easily verify licence validity and vehicle ownership details electronically through integrated smart systems, reducing the need for physical document checks.

    The UAE already allows residents to access a wide range of official documents digitally through platforms such as UAE PASS, while many drivers now choose electronic-only delivery for renewed licences and vehicle registrations.

    However, authorities stressed that drivers must still ensure the digital documents are accessible through official government-approved applications when requested during inspections.

    Under current traffic laws, failing to carry a driving licence or vehicle registration card can result in fines of Dh400 for each violation.

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    New roads, schools and flood systems coming to Abu Dhabi

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    Abu Dhabi Investment Office and Abu Dhabi Projects and Infrastructure Centre have announced a massive new wave of infrastructure projects worth Dh55 billion across Abu Dhabi.

    The projects, scheduled across 2026 and 2027, will introduce new roads, schools, healthcare centres, flood control systems and community facilities as the capital continues its rapid expansion.

    Dh35 billion allocated to roads and transport

    The biggest share of the investment is going into transport infrastructure, with around Dh35 billion earmarked for 11 major road developments.

    Plans include:

    • More than 300km of new roads
    • Upgrades to tunnels and intersections
    • Expanded traffic networks across the emirate
    • Improved connectivity to key residential and commercial areas

    For residents navigating heavy traffic around areas such as Yas Island and central Abu Dhabi, the upgrades are expected to ease congestion and improve travel times.

    New schools, healthcare and sports facilities planned

    The remaining Dh9 billion will focus on social infrastructure projects aimed at improving daily life for residents.

    The plans include:

    • New schools and universities
    • Specialised healthcare centres
    • Sports and recreational facilities
    • Community-focused infrastructure developments

    Officials said several earlier public-private partnership projects in Abu Dhabi, including Zayed City Schools and the emirate’s LED road lighting programme, have already received regional industry recognition.

    Flood control and drainage systems upgrade

    Another Dh11 billion will be invested into water infrastructure projects, including:

    • Stormwater drainage systems
    • Flood prevention networks
    • Water storage facilities
    • New dams and flood control infrastructure

    The move comes after severe weather and flooding events across the UAE over the past year pushed drainage and climate resilience higher up the national agenda.

    The latest announcement signals Abu Dhabi’s continued push to modernise infrastructure, support population growth and strengthen quality of life across the emirate.

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