DEWA’s Digital Services Achieve AED 470 Million In Customer Savings In 2023

Dubai Electricity and Water Authority (DEWA) is at the forefront of integrating digital solutions and artificial intelligence (AI) into its operations and services. This initiative is part of DEWA's commitment to enhancing the customer journey by offering proactive, advanced, seamless, and integrated digital services. These efforts are in line with DEWA's dedication to sustainability and reducing its carbon footprint. A significant strategy underpinning these advancements is the "Services 360" policy, which is set to unfold over a three-year plan from 2023 to 2025, in alignment with the master plan of the General Secretariat of the Executive Council of Dubai Government.

The implementation of the "Services 360" approach has yielded impressive results. Service automation and self-services that eliminate the need for physical presence have both achieved a 100 percent completion rate. Furthermore, digital adoption of DEWA’s services has reached 99.2 percent, customer satisfaction stands at 98.3 percent, and service quality has been rated at 95 percent. In 2023 alone, DEWA’s digital services have resulted in savings of AED470 million for customers and AED35 million for DEWA, alongside avoiding 41,470 tonnes of carbon emissions.

Saeed Mohammed Al Tayer, MD and CEO of DEWA, emphasized the organization's commitment to customer satisfaction through innovative digital services. "In line with our ongoing efforts to serve customers and make them happier, we are keen to provide innovative digital services that allow customers to conduct their transactions anytime, anywhere. This saves their time and efforts and supports DEWA’s strategy for sustainability and environmental protection by reducing the consumption of natural resources," he stated. Al Tayer also highlighted the success of the 'Services 360' approach, noting that in its first phase, 15 out of 22 services met all standards, exceeding the initial targets by over 300 percent for 2023.

DEWA offers a variety of digital services and smart tools designed to empower customers in managing their electricity and water consumption more efficiently. The "Smart Living" dashboard allows users to track their consumption patterns on a daily, monthly, and yearly basis. Additionally, the "My Sustainable Living Programme" enables customers to compare their usage with that of similar highly efficient homes and receive customized tips for managing their consumption more effectively. The "Away Mode" feature provides consumption reports for times when customers are not at home, while the "Consumption Assessment Tool" delivers detailed reports upon completion of a consumption assessment.

Moreover, DEWA encourages customers to embrace a smart and sustainable lifestyle through special offers and discounts available via the DEWA Store. These incentives are made possible through collaborations with various public and private sector companies, aiming to transform houses into smart homes.

Through these initiatives, DEWA not only aims to meet customer needs but also exceed their expectations by providing an integrated service experience. This approach supports Dubai's vision of a 'one government' concept by offering seamless, proactive services that focus on enhancing customer satisfaction while promoting environmental sustainability.

With inputs from WAM