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The Electricity and Water Authority (EWA) has signed an agreement with Total CX, a subsidiary of Beyon, to enhance its customer contact services as part of its broader efforts to improve the overall customer experience. The signing was marked by a visit from HE Eng. Kamal bin Ahmed Mohammed, President of the Electricity and Water Authority, and HE Yasser Humaidan, Minister of Electricity and Water Affairs, to the Authority’s Contact Center operated by Beyon.

During the visit, Eng. Kamal bin Ahmed Mohammed emphasized the Authority’s commitment to developing its customer service sector, noting that EWA is currently engaged in a number of transitional projects aimed at improving service quality for customers across Bahrain. He highlighted that the agreement with Total CX represents a key step toward upgrading the Authority’s customer interaction channels, ensuring more efficient, responsive, and high-quality services around the clock.

He noted that enhancing the customer journey is a primary objective during this phase, with a strong focus on providing a seamless experience that meets the expectations of users. The agreement reflects the Authority’s vision to build a more interactive and accessible service model that puts customer satisfaction at the forefront.

Minister Yasser Humaidan also underscored the importance of elevating service standards, stating that improvements in customer service play a vital role in saving time for users and achieving the desired satisfaction levels. He noted that the partnership with Total CX falls in line with the government's vision for continuous service development across all sectors.

Faisal Al Jalahma, Chairman of Total CX, expressed his pride in the partnership and welcomed the visiting officials to the facility. He stated that the visit provided an opportunity to showcase the capabilities of the center and its teams, as well as the advanced digital tools in use. He affirmed that Total CX is equipped with the expertise, systems, and well-trained staff needed to deliver streamlined and effective services that align with the expectations of modern customers.

The EWA Contact Center, which operates 24/7, handles all inquiries related to electricity and water services, including emergency calls. The Authority also offers additional service channels, such as customer service centers in Zayed City and Muharraq, digital services via the national portal bahrain.bh, and virtual branch appointments through video call. Moreover, EWA provides a home visit service specifically designed to assist senior citizens and people with disabilities, allowing them to access services without needing to visit physical locations or use digital platforms.

This agreement with Total CX represents a continuation of EWA’s commitment to modernization, ensuring that customer service remains efficient, inclusive, and responsive to the evolving needs of the community.