DEWA Raises Hamdan Bin Mohammed Programme Flag at Gleaming New Headquarters
Dubai's utility giant celebrates excellence in government services following its achievement of the highest standards in customer-centric digital transformation and integrated service delivery.
Dubai Electricity and Water Authority (DEWA) has been honoured with the Hamdan Bin Mohammed Programme for Government Services Flag 2025, recognising its exceptional performance in advancing customer satisfaction through comprehensive digital innovation and process excellence.
The flag-raising ceremony took place at Al Shera’a, DEWA’s newly completed headquarters, with Saeed Mohammed Al Tayer, MD & CEO of DEWA, presiding over the occasion. The event was attended by a delegation from the Executive Council of Dubai, led by Dr. Hazza Khalfan Al Nuaimi, Assistant Secretary General for Excellence and Government Services Sector.
DEWA’s recognition reflects its leadership in implementing the 360 Services policy, demonstrating measurable advancement in enhancing customers’ quality of life and wellbeing. The Authority achieved this distinction through systematic optimisation of customer journeys, comprehensive business process re-engineering and deployment of sophisticated digital technologies that enable proactive, integrated and secure service provision.
Al Tayer acknowledged the achievement as a reflection of the vision and direction of the wider leadership, extending gratitude to H.H. Sheikh Hamdan bin Mohammed bin Rashid Al Maktoum, Crown Prince of Dubai, Deputy Prime Minister and Minister of Defence, for his continued support and strategic guidance.
Central to DEWA’s success has been its adoption of an integrated customer happiness framework underpinned by artificial intelligence and advanced data analytics. This sophisticated approach enables the Authority to understand customer sentiment, anticipate future requirements and deliver personalised experiences tailored to individual preferences and circumstances.
The scale of DEWA’s transformation is evident in remarkable operational metrics. The Authority has achieved complete fulfilment of the 360 Services agenda and full service integration across unified channels, processing more than fourteen million integrated digital transactions annually. During the 2025 improvement cycle, DEWA enhanced twenty-two services and developed eight additional integrated offerings in alignment with the Dubai Economic Agenda (D33), the Dubai Clean Energy Strategy 2050 and Dubai’s Net Zero Carbon Emissions Strategy 2050.
Operationally, DEWA has attained one hundred percent automation of service delivery processes and universal self-service availability, eliminating the requirement for physical customer visits. Digital service adoption stands at 99.6 per cent, whilst the organisation recorded 98.9 per cent on the Dubai Government’s Instant Happiness Index and 98.4 per cent on its overall customer trust index. Amongst People of Determination, customer happiness reached 98.02 per cent, whilst partner satisfaction achieved 99.19 per cent. The Authority successfully resolved and responded to one hundred percent of customer feedback submissions, with its Customer Care Centre achieving a service quality score of 97.58 per cent.
Source: WAM