Dubai Electricity and Water Authority (DEWA) strives to elevate customer experience.
This is by employing artificial intelligence and digital solutions across all its services and operations.
This initiative aims to deliver proactive, seamless, and integrated digital services through shared channels.
While supporting sustainability efforts and reducing the carbon footprint.
DEWA Implemented the “Services 360” Policy:
DEWA implements the “Services 360” policy, which analyzes and measures the maturity level of services and plans for their development over a 3-year period (2023-2025).
This policy aligns with the Dubai Executive Council Secretariat General’s plan.
Tangible Results:
The implementation of the “Services 360” policy has yielded significant results, achieving:
- 100% automation of service delivery processes
- 100% self-service for services, eliminating the need for physical presence
- 99.2% digital adoption rate of DEWA’s services
- 98.3% customer happiness rating
- 95% service quality level
Financial and Environmental Savings:
During 2023, DEWA’s digital services contributed to:
- AED 470 million in financial savings for customers
- AED 35 million in financial savings for DEWA
- Avoided 41,470 tons of carbon emissions
Commitment to Providing Innovative Digital Services:
HE Saeed Mohammed Al Tayer, MD & CEO of DEWA, emphasized the Authority’s commitment to providing innovative digital services for customers to conduct transactions anytime, anywhere.
These services aim to save time and effort, while supporting DEWA’s sustainability strategy and environmental protection.
Significant Successes in the First Phase:
DEWA achieved remarkable success in implementing the “Services 360” policy during the first phase.
15 out of 22 services met all the criteria, exceeding the targets for the first phase of 2023 by more than 300%.
Smart Tools to Assist Customers:
DEWA offers various digital services and smart tools to help customers better understand and manage their electricity and water consumption.
These tools include:
- “Smart Living” Dashboard: to monitor daily, monthly, and annual consumption
- “Sustainable Me” Program: to compare consumption with more efficient homes and receive personalized tips for managing consumption effectively
The Consul General of the sisterly State of Qatar in Dubai and the Northern Emirates, Saeed bin Ali Al Hajri, praised the international reputation that the UAE enjoys for security and safety. pic.twitter.com/3WoMh4z5ry
— UAE Voice (@uae_voiceeng) April 5, 2024
Other Initiatives by DEWA:
- “Away from Home” Feature: to receive consumption reports during absence periods
- “Consumption Assessment” Tool: to provide a detailed report after completing a survey on consumption habits
- “DEWA Store”: to offer a wide range of exclusive deals and discounts in collaboration with various government and private sector companies
DEWA reaffirms its commitment to delivering advanced digital services that meet customer needs and exceed expectations.
These services contribute to promoting sustainability, protecting the environment, and supporting the concept of a single government entity.
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