Engineer Yousif Ahmed Al Ali, CEO of Etihad Water and Electricity (EtihadWE), disclosed to “Albayan” that the number of smart transactions conducted by the company's customers in 2023 reached approximately 4.3 million. He elaborated that the smart services available through EtihadWE's digital channels encompass 25 diverse services, most of which are categorized as high priority. These services include Service Activation, Approval of Water and Electricity Technical Designs, issuance of Land Clearance Certificates for Water and Electricity Services, Connection Services for Water and Electricity, Service Transfers, Addition of Extra Loads, Meter Shifting, Testing or Replacement. Additional offerings are provided, such as Changing Rate Category or Ownership, No Liability and Clearance Certificates, Transferring Amounts, Credit Balance Refunds, Installment Requests, and Payment Services. Furthermore, customers may submit suggestions and report issues, or indicate emergency cases. Excluding payment-related transactions, the "Service Activation" process was the most utilized smart transaction, with more than 66,000 instances in 2023.
He added that EtihadWE's customers benefit from a variety of smart channels designed to streamline their interactions. These include the EtihadWE smart app, available for download on all digital stores and compatible across operating systems. The company’s website, too, is a hub for a wide array of services, extending beyond inquiries and live chat to encompass specialized consultant-required procedures. Moreover, the "Customer Pulse" program systematically gathers user feedback to refine the overall customer experience. Payments can be smoothly carried out via automated payment devices stationed at hundreds of locations, through numerous banking institutions, a selection of currency exchange offices. Finally, our customers can communicate with our team anytime via social media platforms.
The CEO of EtihadWE reaffirmed the company's commitment to a newly adopted strategy that emphasizes continuous enhancement of operational workflows and service offerings. This strategy prioritizes understanding and addressing the needs and expectations of customers. Aligned with the nation’s visionary leadership's aspiration to ensure supreme customer satisfaction levels, particularly in critical sectors like water and electric utilities, the company is actively investing in all available resources and persistently exploring innovative methods of development.