Dubai Electricity and Water Authority (DEWA) asks customers to make sure that there are no leaks in their internal water systems to avoid waste and prevent excessive costs. DEWA is promoting this message to provide services to the highest standards of efficiency and reliability. DEWAs systems can discover faults in external connections before the metres.

A customer sent a thank you letter to DEWA, praising its efforts and customer care. DEWAs customer service contacted him when the invoicing system registered an irregular increase in the customers monthly bill, before the customer himself noticing. The customers used a specialised technician to examine the internal connections, where a leak was found and repaired. This limited water wastage and reduced his monthly bill.
Abdullah Al Hajri, Executive Vice President of Customer Relations at DEWA urged customers to have their electrical and water connections regularly checked by specialists, and also check for any unjustified increase in the monthly bill. He noted that DEWA adopts the latest international technologies that contribute to providing fast, high-quality services to achieve customers satisfaction and happiness.

DEWA seeks to meet the expectations of its customers through innovative ways and tools to enhance the quality of services based on the highest standards of efficiency and reliability. We apply the latest international technical solutions that are consistent in content and objectives with the Government of Dubais focus on adopting innovative approaches to delivering smart services that bring satisfaction and happiness to customers. This helps to achieve the Dubai Plan 2021, to establish Dubai as a smart, integrated, connected and sustainable city, said Al Hajri.
DEWA provides its services to customers in accordance with the highest standards of availability, efficiency, reliability, environment and quality. This contributed to DEWA being ranked first among government organisations in the Dubai Government Excellence Programme 2013, where customer satisfaction index was 94.3%, which is the highest globally, said Al Hajri.

DEWA has launched three smart initiatives to implement the Smart Dubai initiative launched by HH Sheikh Mohammed bin Rashid Al Maktoum, Vice President and Prime Minister of the UAE and Ruler of Dubai, to transform Dubai into the smartest city in the world. The initiatives enhance Dubais position as a global model, promote the sustainable development of the Emirate, and its position as a global hub for trade, finance, tourism, green economy, and sustainability. These also contribute to achieving a significant advance in the services provided to customers to ensure the management of all city facilities and services through smart and integrated systems. These initiatives include smart applications for fast service connectivity, quick response through instant re-connectivity of electricity, and rationalising consumption by using smart meters to achieve happiness of citizens and residents and support sustainability of resources. DEWA plans to install 200,000 meters for new subscriptions, and replace all the mechanical and electromechanical meters in the next five years.