Ash’ir and Ashal, the two initiatives which Dubai Electricity and Water Authority (DEWA) launched recently, have received a remarkable response from its customers. The initiatives emphasise DEWA’s commitment to launching innovative programmes that improve customer service, and develop government services to the highest international standards. Ash’ir and Ashal highlight DEWA’s efforts to provide innovative services that are closer to the needs of its customers.
Ash’ir is a live-video chat service that enables hearing impaired customers to communicate directly with DEWA’s call centre staff using sign language. The pioneering service is available on DEWA’s smart app on iOS and Android, which offers over 150 services and features round the clock.
DEWA has allocated a number of smart kiosks for Ashal service, which enables service centre visitors to learn about DEWA’s smart app and smart services. Staff members provide step-by-step instructions to visitors on how to use the app services and features, which enable them to complete their transactions, anytime, anywhere.
“These innovative services support the Happiness Meter, the latest unique initiative launched by HH Sheikh Mohammed bin Rashid Al Maktoum, Vice President and Prime Minister of the UAE and Ruler of Dubai, to measure people’s happiness and satisfaction over government services. This indicator is directly concerned with achieving stakeholders’ happiness, and embodies the vision of His Highness to make the government’s customers happy. Its positive results will be reflected in the lives of citizens and residents of the UAE,” said HE Saeed Mohammed Al Tayer, MD & CEO of DEWA.
“Ash’ir supports our corporate social responsibility strategy, and our commitment to reach all segments of society. DEWA has collaborated with Dubai’s Community Development Authority to train a number of our customer service staff on using sign language. Another group is currently undergoing training on live video chat using sign language,” added Al Tayer.
Ashal kiosks are available at DEWA’s headquarters in Zabeel East, and its customer service centres in Al Wasl, Al Quoz, Al Hudaiba, Umm Ramool, and Burj Nahar. Visitors to Ashal smart kiosks get to know everything about DEWA’s smart app, from downloading the app, to creating an account, paying bills, and registering for the Green Bill and the Dubai Smart Government’s MyID service.