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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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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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Learning to drive in Dubai? RTA approves new training institutes across city

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Getting driving lessons in Dubai could soon become much more convenient for residents living in some of the city’s fast-growing neighbourhoods.

Dubai’s Roads and Transport Authority (RTA) has approved an expansion of areas where new driver training institutes and branches can be established, making it easier for residents to access driving lessons closer to home.

The initiative is designed to support Dubai’s continued urban growth while improving access to essential licensing and driver education services across the emirate.

New areas

The newly approved locations include:

  • Wadi Al Safa
  • Jebel Ali
  • Mushrif
  • Al Maktoum City
  • Madinat Hind

With these communities continuing to attract new residents, the move is expected to reduce travel times for learner drivers while improving access to training facilities.

Opportunity for investors

The expansion isn’t just good news for residents. It also opens the door for accredited driving institutes looking to grow their footprint and for new investors interested in entering Dubai’s driver training sector.

RTA has invited eligible operators and investors to apply for licences to establish new branches in line with the authority’s regulations and service standards.

Ahmed Mahboob, CEO of RTA’s Licensing Agency, said this decision will bring services closer to residents in emerging communities and support Dubai’s long-term development plans.

He noted that easier access to driver training services will help reduce the need for long commutes while contributing to safer roads and better mobility across the city.

He also highlighted RTA’s commitment to supporting investors through a streamlined application process that aligns with existing laws and policies.

Beyond convenience, the expansion is expected to strengthen driver education standards across Dubai by increasing access to quality training and promoting greater traffic awareness among motorists.

As Dubai continues to grow, the authority says expanding driver training infrastructure will play an important role in preparing safer and more confident drivers for the roads.

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UAE waives overstay fines: Stranded travellers to get 30-day visa grace period

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The UAE has introduced a 30-day grace period for individuals who were previously unable to leave the country due to exceptional regional circumstances, giving them time to regularise their status or depart without incurring penalties.

According to the Federal Authority for Identity, Citizenship, Customs and Port Security (ICP), the grace period runs from June 10 to July 9, 2026, and applies to people who had benefited from an earlier exemption on overstay fines.

The move comes as travel conditions across the region have largely stabilised, allowing affected individuals to make the necessary arrangements to either remain in the UAE legally or complete their departure procedures.

Authorities said the measure is designed to support compliance with immigration regulations while providing a practical window for people to update their residency, employment or visa status.

The ICP noted that its earlier decision to waive overstay fines was introduced as a humanitarian response to exceptional circumstances that disrupted travel plans for many residents and visitors.

With regional conditions improving, the authority said the reasons behind the temporary exemption no longer apply, making it possible for normal procedures to resume.

Individuals who wish to stay in the UAE can use the grace period to adjust their residency or employment status through the usual channels. Those planning to leave the country can do so without any additional preliminary requirements, provided they complete their departure during the specified period.

The authority also encouraged affected individuals to monitor official communication channels for the latest updates and guidance.

Earlier this year, the UAE exempted visa holders, exit permit holders and residents with cancelled visas from overstay fines after widespread travel disruptions, including flight suspensions and airspace closures, prevented many from leaving the country. The exemption was introduced to ease the financial burden on those impacted by circumstances beyond their control.

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