Dubai Electricity and Water Authority (DEWA) has officially inaugurated its Future Customer Happiness Centre at Persia Court in Ibn Battuta Mall, Jebel Ali Village — a move that brings a full suite of AI-powered digital services closer to residents in western Dubai.
Inauguration Ceremony
The official opening on 5 August 2024 was led by HE Saeed Mohammed Al Tayer, DEWA's Managing Director and CEO, joined by senior officials including Marwan Bin Haidar, Waleed Bin Salman, and Dr. Yousef Al Akraf.
"We are set for the progressive vision of the wise leadership to transform Dubai Government into a completely smart model and to strengthen Dubai's identity as the world's leading digital city and a global digital economy platform," Al Tayer said at the inauguration.
Digital Services at the New Centre
The DEWA Future Customer Happiness Centre at Ibn Battuta Mall offers residents a broad range of smart services, including:
- Rammas — DEWA's AI and ChatGPT-powered virtual employee, available for queries and transactions - Video chat screens and private cabins for confidential consultations with DEWA staff - Hayak service — text and video chat support - Ash'ir — live video chat with sign-language interpretation for hearing-impaired customers - Bill payments via cash deposit machines (CDM) and Etisalat payment machines - DEWA Smart App demonstrations displayed on in-centre screens - Technical discussion service for water-related enquiries - Customer complaint, suggestion, and feedback platform - Customer happiness lounge with premium hospitality
The centre was designed in full compliance with the Dubai Universal Design Code, ensuring equal access for People of Determination.
DEWA's Smart Transformation Drive
Al Tayer highlighted DEWA's continued focus on digital infrastructure and innovation. In the first half of 2024, 99.21% of DEWA customers used smart service channels. The authority achieved an Instant Happiness Index score of 98.3% and a Customer Happiness score of 96.7% under the Dubai Government Excellence Program.
The new Ibn Battuta Mall location is open Sunday to Thursday from 10 am to 10 pm, and Friday to Sunday from 10 am to midnight, in line with the mall's operating hours.
Supporting Dubai's Digital City Vision
The Future Customer Happiness Centre reinforces DEWA's role in accelerating Dubai's transition to a fully smart government model. By integrating AI tools, accessible design, and multiple digital touchpoints under one roof, the centre sets a benchmark for customer experience in public utility services across the UAE.
