Dubai Electricity and Water Authority (DEWA) continually enhances the customer experience by deploying digital solutions and AI across all its services and operations.
DEWA’s objective is to offer proactive, advanced, seamless, and integrated digital services through various channels to meet and surpass customer expectations. Moreover, it is dedicated to supporting sustainability initiatives and reducing its environmental impact. DEWA implements the “Services 360” strategy by evaluating and assessing service maturity levels over a three-year period (2023-2025), aligning with the master plan of the General Secretariat of the Executive Council of Dubai Government.
The implementation of the “Services 360” approach has yielded tangible outcomes: automation of services has reached 100%, non-physical self-services have reached 100%, digital adoption of DEWA’s services has reached 99.2%, customer satisfaction has reached 98.3%, and service quality has reached 95%. In 2023, DEWA’s digital services resulted in savings of AED 470M for customers and AED 35M for DEWA, while also preventing 41,470 tonnes of carbon emissions.
Saeed Mohammed Al Tayer, MD and CEO of DEWA, commented, “In line with our continuous efforts to serve customers and enhance their satisfaction, we are committed to delivering innovative digital services that enable customers to conduct transactions conveniently anytime, anywhere. This not only saves their time and effort but also supports DEWA’s sustainability strategy and environmental conservation efforts by reducing natural resource consumption. DEWA has achieved significant success in implementing the ‘Services 360’ strategy.”
“In the initial phase of implementation, 15 out of 22 services met all standards, surpassing the first phase targets for 2023 by over 300%. The ‘Services 360’ strategy provides a roadmap and action plan for government departments in Dubai to offer seamless, proactive, and integrated services centred around customers, addressing their needs and enhancing their service experience, thereby supporting the ‘one government’ initiative.”
Digital Services and Smart Tools
DEWA offers numerous digital services and smart tools to help customers gain insights into and manage their electricity and water usage effectively. The “Smart Living” dashboard enables customers to track their daily, monthly, and yearly consumption, while the “My Sustainable Living Programme” enables comparison of consumption with highly efficient homes and offers tailored tips for efficient consumption management, according to WAM.
The “Away Mode” feature allows customers to receive consumption reports when they are away from home, and the “Consumption Assessment Tool” provides a detailed report following completion of the consumption assessment. Furthermore, DEWA offers a wide array of special offers and discounts through the DEWA Store, in collaboration with various public and private sector entities. These offers encourage customers to embrace smart and sustainable lifestyles and facilitate the transformation of their homes into smart residences.