Proactive Measures to Ensure the Continuity of Electricity and Water Services

The process of delivering services to citizens and residents in the Kingdom of Bahrain is focused on ensuring continuous access to services in a way that preserves the rights of beneficiaries. This balance requires awareness campaigns, followed by clarification of rights and obligations, ensuring that no consequences or charges result from a lack of knowledge about procedures, data updates, or service continuity requirements.

Problem Diagnosis
The Electricity and Water Authority (EWA) examined the situation concerning accounts of deceased subscribers and the related procedures, including removal of government subsidies (the First Bahraini Account) or transferring the account to heirs. The main challenge identified was the lack of updated account information, particularly difficulties in communication between heirs and EWA’s customer service centers.

The Authority highlighted the issue: upon the death of a subsidy-eligible account holder, the government support is automatically removed. However, most Bahraini families are unaware of the need to update the electricity and water account to ensure continued subsidy eligibility or to prevent the account from remaining under the name of the deceased. This situation led to customer complaints, which the Authority used as a basis for corrective action.

A Proactive Step Toward Customers
Through its Complaints Department, the Customer Services Directorate of EWA took proactive steps by contacting families of deceased subscribers to assist them in updating the account information to one of the heirs’ names. This guaranteed continued eligibility for government subsidies and simplified the process during a difficult time, sparing families the need to visit service centers. 

The practice was activated in August 2023 and remains ongoing. Its scope includes the Customer Services Directorate, heirs benefiting from subsidies, and cooperation with the Information & eGovernment Authority to obtain heirs’ contact information and reach them via phone calls and confirmation SMS messages.

Achievement Rate Exceeding 70%
Evaluation revealed that approximately 70% of accounts were successfully updated, covering 1,032 deceased subscriber cases. Subsidy support was transferred to eligible heirs through proactive follow-up, ensuring economic and social stability for families in need of government assistance. This also reduced the number of cases handled at EWA service centers.

Cost-Free Smart Solutions
The primary motivation was to ensure subsidy continuity and prevent issuance of unsubsidized bills that might financially burden families. The adopted solution required no additional expenses, relying instead on the dedication and efficiency of EWA staff in managing the process.

Positive Impact
The practice reduced complaints related to high bills and retroactive adjustments, accelerated subsidy transfer procedures, decreased the number of subsidy-related complaints, and raised public awareness about subsidy mechanisms. Social media was also used to strengthen communication effectiveness.

Drivers of Success – Cooperation and Integration
Key contributors included the Complaints Department staff, who demonstrated innovation and commitment, the Communication Directorate (designing outreach mechanisms), the Billing & Collection Directorate, and the Information & eGovernment Authority, whose collaboration reinforced integration across institutions.

Lessons Learned and Quality Assurance
Key lessons included the importance of public awareness on subsidy regulations, conducting studies and quality measurement reports, keeping pace with modern technological developments, and leveraging available tools supporting digital transformation and the digital economy in Bahrain.

Simplification and Proactive Outreach – The Keys to Success
EWA emphasized that this practice can be replicated in other service sectors, as it revolves around simplifying customer procedures and proactive communication. Recommendations included enhancing customer experience across all beneficiary groups, automating data updates proactively, and ensuring continuous government subsidy delivery through proactive initiatives by service providers.