DEWA’s website & smart app results exceed 99%

Dubai Electricity and Water Authority (DEWA)’s website and smart app results recorded 99.97% during the third quarter of 2022, according to the mystery shopper study for government entities in Dubai conducted by the Dubai Government Excellence (DGE) of the General Secretariat of the Executive Council of Dubai.

HE Saeed Mohammed Al Tayer, MD & CEO of DEWA, highlighted the importance that DEWA attaches to the results of the mystery shopper study as one of the most important tools for developing government work. Al Tayer expressed his happiness with these results, stressing that they are the result of DEWA’s work to achieve the wise leadership’s vision to make government services in the UAE the best in the world. This also supports DEWA’s efforts to provide a smooth, easy, and value-added experience for all stakeholders through digital services that save their time and effort. This is achieved by relying on the latest disruptive technologies and Artificial Intelligence tools.

“We offer an unconventional model of digital services through smart devices and channels. This supports 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, which mandates the Government of Dubai to be a global leader, and the Services 360 policy by Government of Dubai to provide seamless, proactive, integrated, and specialised services that meet customer expectations. Through Digital DEWA, our digital arm, we strive to redefine the concept of utilities and create a new digital future for Dubai, to become the premier digital organisation in the world; with autonomous systems for renewable energy and storage and the expansion of AI and digital services. DEWA provides all its services through its website and smart app, in addition to several digital channels that help customers complete their transactions at any time and from anywhere. This saves their time and effort, and contributes to protecting the environment and natural resources and reducing carbon emissions. This also enhances DEWA’s excellence and global leadership in all fields, and supports the Smart Dubai initiative to make Dubai the happiest and smartest city in the world,” added Al Tayer.

Smart adoption of DEWA’s services reached 98.99% by the end of the third quarter of 2022. For the same period, DEWA scored 98% in the Dubai Government’s Instant Happiness Index by Dubai Digital Authority. This year, the Centre has been ranked among the top three call centres in the assessment conducted by the Dubai Model Centre in partnership with Digital Dubai Authority. The integrated interactive digital Centre, which is managed by Moro Hub (Data Hub Integrated Solutions), a subsidiary of Digital DEWA, the digital arm of DEWA, provides a wide range of procedural and information services through an Interactive Voice System (IVR) enhanced by AI and available around the clock.