DEWA raises the Hamdan Bin Mohammed Programme for Government Services Flag at Al Shera’a, its new headquarters

HE Saeed Mohammed Al Tayer, MD & CEO of Dubai Electricity and Water Authority (DEWA), raised the Hamdan Bin Mohammed Programme for Government Services Flag 2025 at Al Shera’a, DEWA’s new headquarters. The ceremony was attended by a delegation from the Executive Council of Dubai headed by Dr Hazza Khalfan Al Nuaimi, Assistant Secretary General for Excellence and Government Services Sector at the Executive Council of Dubai and included Eman Mohammed Al Suwaidi, Executive Director of Assessment and Studies at the General Secretariat of The Executive Council, Ahmed Huraimel,

Director of Government Services and Excellence at The Executive Council. DEWA’s Executive Vice Presidents also attended.

DEWA won the Hamdan Flag for achieving the highest results in implementing the 360 Services policy and demonstrating leadership in enhancing customers’ quality of life and happiness. This was achieved by streamlining customer journeys, reengineering processes and utilising cutting-edge digital technologies to deliver proactive, integrated, innovative and secure services that save customers’ time and effort while achieving the highest levels of efficiency and effectiveness.

“We work in line with the vision of His Highness Sheikh Mohammed bin Rashid Al Maktoum, Vice President and Prime Minister of the UAE and Ruler of Dubai, and the directives of His Highness Sheikh Hamdan bin Mohammed bin Rashid Al Maktoum, Crown Prince of Dubai, Deputy Prime Minister and Minister of Defence of the UAE and Chairman of the Executive Council of Dubai, to provide customer-centric, proactive and integrated services that enhance quality of life and community happiness. We are proud of DEWA winning the Hamdan Bin Mohammed Programme for Government Services Flag 2025. This achievement reflects DEWA’s success in meeting the objectives of the 360 Services policy and inspires us to continue elevating our services and reaching new levels of government excellence,” said Al Tayer.

“I extend my deepest gratitude and appreciation to His Highness Sheikh Hamdan bin Mohammed bin Rashid Al Maktoum for his unwavering support for developing Dubai’s government services and consolidating a culture of excellence, innovation and government leadership. I also thank the Dubai Model Centre team for its pioneering efforts in enabling government entities to adopt international best practices and develop innovative, customer-centric and future-ready models. The development initiatives and programmes led by the Centre have served as key drivers in enhancing efficiency and integration among government entities, thereby supporting the objectives of the Dubai Government Services Agenda,” added Al Tayer.

Al Tayer praised the efforts of DEWA’s teams in contributing to this achievement, reaffirming DEWA’s continuous investment in modern technologies, artificial intelligence and data analysis to develop more efficient, streamlined and proactive services, achieve the highest levels of customer happiness, enrich their experience and reinforce Dubai’s global leadership in government services.

Integrated Customer Happiness Framework

DEWA adopts an integrated customer happiness framework aimed at engaging all stakeholders by leveraging international best practices and delivering innovative digital solutions that realise their happiness and exceed their expectations. The framework focuses on deploying artificial intelligence technologies and advanced data analytics to understand and analyse customers’ emotional states and anticipate their future needs. This enables DEWA to design and deliver tailored experiences and services for each customer based on their needs and preferences.

The framework also enables DEWA to predict customer requirements and provide proactive, integrated services across various digital channels, ensuring future readiness while reinforcing a human-centric approach to government services.

Pioneering Model

This achievement demonstrates DEWA’s success in establishing a pioneering model for digital and proactive government services driven by innovation, artificial intelligence and service integration. It aligns with the Dubai Government’s aspirations, consolidating the UAE’s global competitiveness and leadership in delivering the best government services.

DEWA has achieved 100% of the 360 Services agenda objectives and 100% of the service integration plan across unified channels. It has also processed more than 14 million integrated digital transactions annually, reflecting the maturity of its digital service ecosystem and its full reliance on smart channels.

Significant Results

DEWA’s efforts included improving 22 services for customers, accelerating the implementation of investment projects in Dubai and enhancing the attractiveness of the business environment. Furthermore, DEWA developed and improved eight integrated services during the 2025 improvement cycle, in line with the objectives of the Dubai Economic Agenda (D33), the Dubai Clean Energy Strategy 2050 and the Dubai Net Zero Carbon Emissions Strategy 2050.

These efforts yielded significant results that directly enhanced the customer experience. Consequently, 100% of DEWA’s services are now self-service, requiring no physical visits. DEWA also achieved 100% automation of service delivery processes and a digital service adoption rate of 99.6%.

Furthermore, DEWA recorded outstanding results in customer experience indicators in 2025. Overall service quality reached 96.3%, while DEWA achieved 98.9% on the Dubai Government’s Instant Happiness Index, managed by the Dubai Digital Authority. The overall customer trust index in DEWA’s services reached 98.4%.

Additionally, DEWA’s partner happiness rating reached 99.19%, while customer happiness among People of Determination reached 98.02%. The resolution and response rate for customer feedback, including suggestions, feedback and complaints, reached 100%. Meanwhile, the service quality score at DEWA’s Customer Care Centre reached 97.58%.

These results underscore DEWA’s success in establishing an integrated ecosystem of digital and proactive government services that places people at the heart of its priorities.