Dubai Electricity & Water Authority (DEWA) | DEWA consolidates the concept of happiness as a sustainable lifestyle and approach

Dubai Electricity and Water Authority (DEWA) is dedicated to achieving its paramount goal of enhancing stakeholder happiness by providing experiences, services and programmes that exemplify its leadership and excellence across all fields. To this end, DEWA has embedded this goal within its strategy, achieving distinguished results in customer happiness. DEWA achieved an impressive score of 98.6% on the Dubai Government’s Instant Happiness Index, managed by the Dubai Digital Authority. According to the Dubai Government Customer Happiness Index, DEWA achieved 97.01% in 2024, while employee happiness was 90%. Happiness regarding DEWA’s social initiatives was 95% in 2024 compared with 82% in 2013. Additionally, DEWA’s partner happiness rating was 95.15% and that of government entities was 96.07% in 2024. Suppliers’ happiness reached 93.39%, a 2.61% increase compared with 2023.

“We work according to the directives of wise leadership to make happiness a way of life in the UAE, in line with the sentiments of the late Founding Father, Sheikh Zayed bin Sultan Al Nahyan, who said: ‘My wealth is the happiness of my people’. In the UAE’s Year of Community, DEWA is keen to strengthen the system of indicators associated with the happiness of all members of society, and to enhance their quality of life by continuing to provide electricity and water services to the highest standards of quality, availability, reliability and sustainability. DEWA further aims to fulfil its commitment to stakeholders as a socially responsible organisation eager to make Dubai the best place to live and work in, as well as a favoured destination for visitors, and the smartest and happiest city in the world. DEWA is committed to analysing and understanding the experiences of stakeholders to ensure excellence, enhance proactive capabilities and deliver prompt responses that exceed expectations,” said HE Saeed Mohammed Al Tayer, MD & CEO of DEWA.

Customer happiness

DEWA places customer happiness at the top of its priorities and is committed to enhancing their experiences through advanced digital services available around the clock via a variety of digital channels and platforms. In line with the Customer Happiness Charter, DEWA has adopted best practices to engage stakeholders and ensure exceptional customer service. It monitors customer happiness levels with regard to government services on a daily basis, and has put in place mechanisms to assess and improve the service experience. DEWA adopts comprehensive and innovative mechanisms to identify and understand customer needs through advanced and effective channels and tools to communicate with stakeholders to get their feedback and translate them into services and initiatives that meet their needs and exceed their expectations

Employee happiness

DEWA also provides a positive and encouraging work environment that contributes to the development of the skills and abilities of employees and encourages them to create and innovate, in line with its Happiness Charter in the Work Environment. The Smart Office app comprises around 200 services that help employees complete their tasks efficiently.  DEWA is keen to support the social and psychosocial stability of employees by launching a range of interactive initiatives and programmes. These include Wesal, which celebrates personal milestones; Waffer and the DEWA Store, which offer exclusive discounts to employees; Estisharati, which provides consultation services to employees; Al Khair Fund, which provides financial support for the urgent needs of participating employees; childcare centres, ensuring proper care for employees’ children during working hours; the Happiness Lounge, designed to foster brain-storming and create a positive, energised work environment; various sports activities aimed at raising the level of staff fitness and health through internal and external tournaments; and Tejori Al Sadaa, which recognises and rewards exceptional performance and behaviours.

Society happiness

DEWA is keen to consolidate a culture of humanitarian and voluntary work that reflects the noble values rooted in UAE society. Between 2013 and 2024, DEWA launched 465 social initiatives locally and globally through strategic comprehensive partnerships. Employees recorded 249,843 volunteer hours in humanitarian and community initiatives, benefitting many countries around the world. In line with its efforts to consolidate a culture of volunteering among its employees, DEWA’s iVolunteer programmes enable DEWA’s staff to learn about volunteering initiatives, programmes and activities, as well as their results. They can sign up for and document their volunteering hours to redeem points and receive prizes. Moreover, DEWA’s Volunteer Diploma enhances the skills of participants in all aspects of volunteer work. It prepares them to manage volunteering programmes locally and globally, as well become trainers in DEWA’s Volunteer Leadership Programme.

Happiness of People of Determination

In 2024, for the fifth consecutive year, DEWA met all strategic indicators in including and empowering People of Determination. The happiness level of employees who are People of Determination reached 100% for the third consecutive year, while that of their families stood at 98.07%. Community satisfaction with DEWA’s support for People of Determination was at 94.68%, while the happiness rate of customers who are People of Determination regarding DEWA’s services reached 97.64%. From 2015 to 2024, DEWA sponsored 107 community programmes and initiatives aimed at improving the inclusion and empowerment of People of Determination, with 12 of these introduced in 2024.

Youth happiness

DEWA’s Youth Council works to build communication between young employees, top management, national youth councils and stakeholders, ensuring that the voices and suggestions of youths are heard. The council also supports DEWA’s efforts to empower and develop the talent and capacities of young employees. In 2024, the happiness rate of DEWA’s youth regarding the council’s events and activities reached a stirring 95%.

Female employee happiness

The DEWA Women's Committee plays a pivotal role in achieving DEWA’s strategic objectives by fostering a supportive work environment that promotes a balance between the professional and social lives of female employees, thereby enhancing their happiness and that of their families. In 2024, female employee satisfaction with the committee’s performance was at 96%, reflecting the committee’s success in fulfilling their aspirations and promoting a positive and happy work environment.