November 19, 2017

DUBAI ELECTRICITY AND WATER AUTHORITY
Adoption of DEWA's smart services reaches 80%, one year ahead of the deadline set by HH Sheikh Mohammed bin Rashid Al Maktoum

September 7, 2017

Dubai Electricity and Water Authority (DEWA) has announced that the adoption rate of its smart services has reached 80%, ahead of the deadline set by HH Sheikh Mohammed bin Rashid Al Maktoum, Vice President and Prime Minister of the UAE and Ruler of Dubai, to reduce the number of visitors to government offices by 80% by 2018. This is a new milestone added to DEWA's list of achievements.

"At DEWA, we work in line with the vision of His Highness Sheikh Mohammed bin Rashid Al Maktoum, Vice President and Prime Minister of the UAE and Ruler of Dubai, who said, A smart government doesn't wait for people to come to it. Instead, it goes to them', and his directives to reduce visitors to government offices by 80% by increasing smart adoption of government services to 80%. We also work to achieve the directives of His Highness Sheikh Hamdan bin Mohammed bin Rashid Al Maktoum, Crown Prince of Dubai and Chairman of the Executive Council of Dubai, that the government environment will be completely paper free by 2021. DEWA has made great strides in its smart transformation with its strategy to keep up with the latest technologies and developments and best international practices. DEWA has succeeded in transforming all its services into smart services, less than a year after the launch of the Smart Dubai initiative, which aims to make Dubai the smartest and happiest city in the world," said HE Saeed Mohammed Al Tayer, MD & CEO of DEWA.

"DEWA adopts an integrated strategy, plans, and innovative frameworks to use the latest technological solutions and systems to serve society, in line with the Dubai Plan 2021 to make Dubai a smart, integrated, and connected city that is sustainable with its resources, and our vision to become a sustainable and innovative world class utility. Thanks to the efforts of DEWA's teams, we have succeeded in raising customers' awareness about our smart services, which enable them to complete their transactions easily and securely anytime, anywhere, using DEWA's smart app or website, without having to visit our customer happiness centres. This saves their time and effort. These efforts have contributed to increasing the adoption rate of our smart services from 40%, in 2010, to 80%, today," added Al Tayer.

DEWA depends on Dubai Government's smart service excellence model, which provides the criteria for service quality for all government organisations in Dubai. DEWA has fully implement these criteria in all its smart services, including accessibility, usability, look and feel, content, and functionality.

DEWA works to achieve the happiness of its customers. That's why, it provides its smart services through various channels in cooperation with the public and private sectors. This has resulted in providing quality, innovative and seamless services to fulfil their current and future needs. DEWA provides all its services on its smart app and website, as well as the smart channels of Dubai Smart Government, including mPay and DubaiNow. The services are also available through Etisalat payment machines, Emirates NBD cheque deposit machines, and the smart and electronic services provided by the banks. DEWA also integrate its services with other government organisations to provide innovative services that have positive impact on customers by reducing the steps needed to complete their transactions. These include Ejari service, which enables customers to get electricity and water services as soon as they attest the contract at any of the 800 real estate offices approved by Dubai Land Department, without having to visit DEWA's customer happiness centres.

DEWA was the first government organisation in the UAE to launch Rammas, which acts as a virtual employee, making use of artificial intelligence (AI) to answer customer enquiries. Rammas is characterised by its ability to learn and understand the needs of customers, according to their enquiries. Rammas analyses these based on available data and information, and takes action to accurately answer most queries. In addition, Rammas is available on DEWA's website, DEWA's smart app (iOS and Android), DEWA's Facebook, and Amazon's Alexa service.