Electricity and Water Authority (EWA) president Kamal Ahmed visited the Customer Service Centre in Zayed City.
Mr Ahmed reviewed the ongoing infrastructure and design upgrades that align with modern service centre standards, contributing to a more efficient work environment and improved customer experience.
He underlined the EWA’s commitment to continuously developing its service system to enhance efficiency and improve customer experience.
He noted that investing in the development of service centres is essential to an integrated vision aimed at providing an advanced service environment that reflects the authority’s dedication to excellence, innovation, and sustainable development.
Mr Ahmed noted that the Zayed City Customer Service Centre is among the busiest, recording around 68,300 visits in 2024 and 45,800 visits up to the end of September 2025.
The Muharraq Governorate Customer Service Centre, meanwhile, received 28,600 visits in 2024 and 22,300 visits by the end of September 2025.
These figures, he said, highlight the growing demand and the need to develop branches in line with service requirements, ensuring greater efficiency and smoother operations.
He added that the high demand across service channels reflects the scale of daily transactions handled by the EWA, with total completed transactions reaching 100,000 in 2024 and 75,000 by the end of September 2025.
He said that these indicators underline the importance of enhancing service systems and improving processes to boost efficiency across all service channels.
Mr Ahmed highlighted that the branch includes dedicated areas for digital services, encouraging customers to use electronic platforms for quick and convenient access.
He emphasised that such initiatives aim to enhance the concept of digital service delivery and reduce reliance on paper-based transactions.
He further noted that the customer service sector is one of the authority’s main divisions due to its direct engagement with the public and its role in addressing customer needs.
He said the EWA gives this sector top priority within its strategic plans to deliver exceptional service.
Mr Ahmed pointed out that the EWA has implemented a series of development projects and initiatives in this area, including the launch of the authority’s new website featuring a comprehensive digital platform offering a wide range of services, allowing customers to submit and track requests electronically without visiting service branches.
The EWA provides several service channels, including customer service centres, electronic services through the EWA portal or the MyGov app, as well as a virtual service centre, home visit service, and a 24-hour call centre providing support and responding to customer inquiries.
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