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07.07.2013

Continual improvement, KAHRAMAA strategic objective

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Qatar General Electricity & Water Corporation “KAHRAMAA” has lunched various new services and projects. They come within KAHRAMAA endeavor to provide high quality services to ensure customer satisfaction.
Continual improvement is a strategic objective for KAHRAMAA. It focuses on electronic services in particular to ensure KAHRAMAA outstanding rank in service market. KAHRAMAA applies continual improvement to electronic services and launches new services to achieve customer satisfaction. KAHRAMAA has launched a new electronic service via KAHRAMAA website for customers to track building permits, connection, and meter installation applied for at CSD by the registration number. KAHRAMAA has also launched an electronic service for customer to get “to whom it may concern” certificate defining residence area as per electricity number to submit when applying for school. Companies can register at the site to buy tenders and submit documents online. The site provides other services including electricity and water tariff in QR by sector. Customers can also review and pay bills online. KAHRAMAA is working now to update its current website to improve services.
KAHRAMAA launched e-bill service where customers receive electronic bills for electricity and water consumption via email. It goes in line with KAHRAMAA endeavor to protect the environment and reduce carbon emissions. This service comes within KAHRAMAA social responsibility and endeavor to protect the environment and reduce carbon emissions to achieve the sustainable environment development as per QNV 2030. Switching to e-bills helps in reduce papers used in printing bills. KAHRAMAA aims to be a paperless corporation in all processes. KAHRAMAA integrates social and environmental concerns into business plans and operations to protect the environment and enhance the quality of life for bitter living in our community.
For better service, KAHRAMAA introduced a new service for customers where they can check their bills, building permit, service connection by using KAHRAMAA SMS solution. KAHRAMAA has launched an initiative for customer to update their information for better services and communication.
KAHRAMAA has launched the “fast track” service for the disabled,  aged, and female customers at Customer Service main office at Al-Hilal to minimize the waiting time. Within its endeavor to provide high quality services KAHRAMAA has implemented the single window where all services are delivered by one employee. KAHRAMAA provided training for front disk employees to ensure better services for customers.
KAHRAMAA has extended working hours at the main branch of Customer Services Department located at Al-Hilal. New working hours are from Sunday to Thursday from 6:30 am to 8.00 pm. The office provides all services.
Service improvement is one of KAHRAMAA main objectives. All the11connection application forms are now in only two to make procedures easier. The early connection of electricity and water of under construction buildings is one of KAHRAMAA initiatives meant for better service.
All KAHRAMAA facilities and offices provide ideal work environment for staff and customers. On the other hand, KAHRAMAA continual improvement is applied outdoors as KAHRAMAA provides free parking spaces for clients to achieve its theme “customer oriented utility”.
KAHRAMAA gives customer complaints the highest priority. KAHRAMAA call centre 991 applies IVR to reduce waiting time. The new call centre is unique in the region. KAHRAMAA has developed a key performance indicator for complaint handling to ensure better service. Two days is the maximum duration to close an incident. KAHRAMAA opens various communication channels with customers including social media platforms, KAHRAMAA application on iphone, and suggestion boxes available at premises.
KAHRAMAA plans to be an ISO certified corporation. Various department has applied the quality management system.
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