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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 traffic update: New lanes on two major roads to cut peak-hour travel times

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Motorists travelling on Ras Al Khor Road and Al Khail Road can expect shorter journeys after Dubai’s Roads and Transport Authority (RTA) completed a series of road upgrades to ease congestion.

The improvements include new lanes, upgraded entry and exit points, and wider road sections, increasing road efficiency by 20 per cent, according to the RTA.

What motorists need to know

Ras Al Khor Rd

A new lane has been added in the direction of Al Khail Road, extending from the Financial Centre Street intersection.

The road has been widened from three lanes to four, boosting capacity by 33 per cent.

RTA has also upgraded:

  • The exit from Financial Centre Street towards Meydan.
  • The entrance from Financial Centre Street onto Ras Al Khor Road.

The changes are expected to cut travel time towards Al Khail Road from 15 minutes to 12 minutes during busy periods.

Al Khail Rd

A new 1km lane has also been added on Al Khail Road towards Abu Dhabi, widening the road from three to four lanes.

The additional lane increases capacity by 33 per cent and is expected to reduce peak-hour journey times by up to 20 per cent.

Traffic improvement plans

The upgrades form part of the RTA’s ongoing programme to improve traffic flow at some of Dubai’s busiest roads.

Recent works in the same corridor include:

  • Opening a new exit from Financial Centre Street to Ras Al Khor Road.
  • Widening Exit 25 from Ras Al Khor Road to Al Khail Road towards Al Meydan Street.
  • Traffic improvements at several locations in Business Bay.

The RTA said the projects are designed to keep pace with Dubai’s rapid growth while making daily journeys faster and smoother for residents and visitors.

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Dubai RTA advises commuters to use new access at Burj Khalifa/Dubai Mall Metro Station

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The Roads and Transport Authority (RTA) has opened a temporary staircase at Exit 1 of the Burj Khalifa/Dubai Mall Metro Station as expansion work continues at one of the busiest stations on the Dubai Metro network.

Key points:

  • Temporary access: The staircase at Exit 1 is now in use during construction.
  • Passenger guidance: Commuters should follow the signposted routes/maps to reach the station. RTA staff are available on-site to assist passengers.
  • Road closure: Earlier this month, the access road used by buses and taxis at the station was temporarily closed and is expected to remain closed until the end of 2026 to support the expansion project.
  • Traffic management: RTA says an integrated traffic management plan is in place to maintain safe and efficient access to public transport.

Station expansion highlights

The project is designed to significantly improve capacity and passenger flow:

  • Hourly capacity: Increasing from 7,250 to 12,320 passengers (about a 65% increase).
  • Daily capacity: Up to 220,000 passengers.
  • Station size: Expanding from 6,700 sq m to 8,500 sq m.

Planned improvements include:

  • Enhanced station entrances and pedestrian bridges.
  • Larger concourse and platform areas.
  • Additional escalators and elevators.
  • Separate entry and exit gates to reduce congestion.
  • More fare gates.
  • Expanded retail/commercial areas.
  • Better integration with buses, taxis, and other transport modes.

The expansion is expected to ease congestion during peak periods, including New Year’s Eve and major public holidays, when the station experiences exceptionally high passenger volumes.

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UAE launches world’s first AI-powered judicial platform

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The UAE has unveiled what it says is the world’s first fully integrated AI-powered judicial platform, marking a major step in the country’s drive to modernise its justice system through artificial intelligence.

The platform is designed to help judges and legal professionals work more efficiently by analysing case files, searching laws and court precedents, and generating legal insights. Officials stressed that AI will not replace judges, with all final rulings remaining under human oversight.

Innovation will make justice faster

Sheikh Mansour bin Zayed Al Nahyan, UAE Vice President, Deputy Prime Minister and Chairman of the Presidential Court, described the launch as another global achievement for the country.

In a post on X, Sheikh Mansour said the platform reflects the UAE’s belief that innovation can create a faster and more efficient justice system while strengthening the country’s position as a global leader in government and judicial excellence.

What the AI platform can do

The system integrates AI across several stages of judicial proceedings, including:

  • Analysing case files and legal documents.
  • Searching legislation and regulations.
  • Retrieving and comparing court precedents.
  • Generating legal reports and recommendations.
  • Assisting with drafting legal documents.
  • Speeding up case processing.

Officials said the technology is intended to support judicial decision-making, not replace it.

Combining AI-powered functions

While courts in several countries already use AI for tasks such as legal research and case management, the UAE says this is the first platform to combine multiple AI-powered judicial functions into one integrated system.

The initiative is expected to:

  • Reduce litigation times.
  • Improve court efficiency.
  • Cut administrative workloads.
  • Strengthen investor confidence.
  • Enhance the UAE’s global competitiveness.

Safeguards remain in place

Officials said protecting judicial independence remains a priority.

The platform has been developed with safeguards around data privacy, cybersecurity, transparency and accountability, with judges retaining full authority over every final decision.

The launch builds on the UAE’s broader digital transformation of the justice sector, which has already introduced remote court hearings, digital litigation services and AI-powered legal assistance.

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