Home » DEWA’s integrated digital services enhance the happiness of customers in 2022

DEWA’s integrated digital services enhance the happiness of customers in 2022

by Mohammad Ghazal

For the second year in a row in 2022,  Dubai Electricity and Water Authority (DEWA) recorded a significant increase in using its digital services by all stakeholders, which reflects the excellence and leadership of the digital transformation process at DEWA and its success in providing innovative and advanced services that meet the needs of stakeholders at any time and from anywhere with ease and safety.

This saves their time and effort and enhances their happiness, which contributes to making Dubai the smartest and happiest city in the world, in addition to protecting the environment and preserving natural resources.

“We use the latest technologies of the Fourth Industrial Revolution and Artificial Intelligence tools, to enrich the customer experience and provide an unconventional model of added-value digital services. This is in line with the Dubai 10X initiative launched by His Highness Sheikh Mohammed bin Rashid Al Maktoum, Vice President and Prime Minister of the UAE and Ruler of Dubai, and the Services 360 policy by the Government of Dubai to provide seamless, proactive, integrated, and specialised services that meet customer expectations.

DEWA recorded more than 10 million digital transactions during 2022, and smart adoption of its services reached 99% in 2022 and it received the 100% Paperless stamp from Digital Dubai Authority in 2021. It has completed the digital integration of more than 70 projects with over 30 government and private organisations,” said HE Saeed Mohammed Al Tayer, MD & CEO of DEWA.

DEWA provides all its services through many digital channels, including DEWA’s website and smart app, which is available on Apple, Android and Huawei platforms. DEWA also provides several services through Rammas, its virtual employee. Rammas is available through DEWA’s website, its smart app, Facebook page, Google Home, robots, WhatsApp Business, and Amazon’s Alexa.

DEWA has added a number of its services on Amazon Alexa in Arabic, becoming the first government utility in the world to provide its services through this innovative technology. DEWA has also developed its Customer Care Centre, which is managed by Moro Hub (Data Hub Integrated Solutions), a subsidiary of Digital DEWA, to become an interactive digital centre that helps customers to complete their transactions for seamless transactions on multiple channels. It provides a wide range of services and solutions through the Interactive Voice System (IVR), enhanced by AI and available around the clock.

The centre has been ranked among three call centres in the assessment conducted by the Dubai Model Centre in partnership with Digital Dubai Authority. This was part of a wider ongoing evaluation by the Hamdan bin Mohammed Programme for Government Services.

‘Managing electricity/water’ service was the most used service in 2022. This includes Activation of Electricity/Water (Move-in) /Deactivation of Electricity/Water (Move-out) / Transfer of Electricity/Water (Move-to), and transferring their deposit when moving from one property to another. Consumption Verification – Electricity/Water service also witnessed a remarkable increase through the digital visits to the Smart Living dashboard.

The ‘No Objection Certificate’ services were highly used for accredited contractors and consultants to obtain Building NOC-Electricity/ Water or Demolition NOC-Electricity/Water, and Infrastructure Projects NOC. A significant increase also took place in the use of Create Electric Vehicle Account service within the Green Charger initiative.

Bill payments can be conveniently made through DEWA’s website, smart app, Smart Dubai’s DubaiNow, Apple Pay, Empay app, using smart and electronic services of over 20 banks, Etisalat Public Payment Machines, Tayseer payment platform for cheques from different banks via EmiratesNBD’s Cheque Deposit Machines in the UAE, Rammas- DEWA’s virtual employee, and ENOC and EPPCO stations. Customers can also pay bills cash, using their credit and debit cards, Noqodi, direct debit and autopay.

The ‘Request for Clearance Certificate’ was among the most used services as well, which is used for clearing all outstanding bills related to the premises, along with the ‘Request for Refund’ for customers to get their security deposit refunded through Western Union, Bank Account Number or cheques, and ‘Managing Customer Data’ service for updating billing address and contact information.

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