Driving this vision forward is the Dubai Electricity and Water Authority (DEWA), a key governmental entity that has been at the forefront of delivering exceptional smart services since the inception of Dubai’s digital transformation strategy.
Dubai, the vibrant metropolis known for its towering skyscrapers, luxurious lifestyle, and boundless ambitions, is rapidly advancing towards its goal of becoming the world’s smartest city. At the heart of this transformation is the visionary leadership of His Highness Sheikh Mohammed bin Rashid Al Maktoum, Vice President and Prime Minister of the UAE and Rule of Dubai. His Highness has initiated a unique digital transformation journey that aims to position Dubai as a global leader among smart cities, setting new benchmarks in innovation and sustainability.
A Vision for Elevated Quality of Life
Central to Dubai’s smart city vision is the commitment to enhancing the quality of life for its residents and visitors, striving to create the ultimate city for living, working, and tourism. Through the integration of cutting-edge technologies and the cultivation of a culture of continuous improvement, Dubai is dedicated to establishing a new standard of well-being that rivals that of the world’s most advanced urban centers.
Driving this vision forward is the Dubai Electricity and Water Authority (DEWA), a key governmental entity that has been at the forefront of delivering exceptional smart services since the inception of Dubai’s digital transformation strategy. A trailblazer in the integration of technology, DEWA earned the prestigious 100% paperless recognition from the Digital Dubai Authority in 2021, marking a milestone in its journey toward a digital future.
Revolutionizing Utility Customer Services
DEWA has harnessed the potential of disruptive technologies to revolutionize its digital services and create an unparalleled customer experience. With an array of digital channels including a user-friendly website and a comprehensive smart app available on platforms like Apple, Android, and Huawei, DEWA ensures accessibility to its services for everyone. Introducing innovations like Rammas, its virtual employee, DEWA provides services through channels such as Facebook, Google Home, robots, WhatsApp Business, and Amazon’s Alexa.
Recently, DEWA took a pioneering step by integrating ChatGPT into its services, becoming the world’s first utility to do so. This groundbreaking partnership with AI technology enriches customer interactions and exemplifies DEWA’s commitment to innovation. Additionally, DEWA’s venture into the Metaverse platform last year further underlines its dedication to shaping Dubai’s global digital leadership.
HE Saeed Mohammed Al Tayer, MD & CEO of DEWA, emphasizes the organization’s alignment with Shiek Mohammed’s digital vision: “DEWA continues to work to achieve the digital vision of His Highness Shiek Mohammed bin Rashid Al Maktoum… [we]seek to be a major contributor to achieving the Dubai Economic Agenda D33’s goal of turning the city into one of the top 10 digital economies in the world.”
Digital DEWA: Pioneering a Sustainable Future
At the core of DEWA’s ambitious digital strategy is its digital arm, Digital DEWA, launched in 2020. Comprising four pillars – Solar Energy, Energy Storage, Artificial Intelligence (AI), and Digital Services – Digital DEWA is empowered to create a sustainable and intelligent utility system. This includes optimizing energy and water resources, enhancing customer services, and ensuring a seamless customer experience.
Central to Digital DEWA’s operations is Moro Hub, a state-of-the-art data center and innovation hub that hosts data and provides services not only for DEWA but also for public and private entities in the UAE and the region. Offering advanced digital solutions such as cloud computing, big data, Internet of Things (IoT), and AI technologies, Moro Hub fuels DEWA’s digital initiatives and fosters excellence in service delivery.
Redefining Customer Care for the Digital Era
DEWA’s transformation extends to its Customer Care Centre, which has evolved into an interactive digital hub powered by Moro Hub. The Centre enables customers to smoothly complete transactions through multiple channels, supported by a 24×7 AI-powered Interactive Voice Response (IVR) system. This system streamlines services such as applications for electricity, water, and green charger services.
DEWA’s commitment to personalized service is exemplified by its digital database, catering to the specific needs of diverse customer groups, including people of determination and senior citizens. DEWA’s dedication to accessibility is evident through services like Ash’ir for speech and hearing-impaired customers, and Hayak, an online text & video-chat service available on DEWA’s smart app and website.
DEWA’s commitment to customer satisfaction is underscored by its recognition as one of Dubai Government’s top three call centers, as evaluated by the Dubai Model Centre in partnership with the Dubai Digital Authority.
Spearheading Sustainability Through Innovation
DEWA’s digital transformation goes hand in hand with its drive for sustainability. With a pledge to achieve carbon neutrality by 2050, DEWA actively promotes environmental awareness and the reduction of carbon footprint. Initiatives like ‘Smart Living’ empower customers to monitor and manage their energy consumption through digital dashboards, providing insights and timely alerts for potential leaks.
DEWA’s AI-powered IVR tool offers customers comprehensive surveys on electricity and water consumption. Campaigns such as ‘Make Smart Summer Choices Your Habit’ empower customers to make informed decisions, benefiting from smart apps and personalized tips to reduce waste and adopt sustainable practices.
Empowering the Community Digitally
DEWA’s commitment to excellence extends to its physical Customer Happiness Centers, which have transitioned into self-service hubs. Leveraging AI and robotic devices, these centers enable customers to independently complete transactions, while also providing video call assistance from Customer Happiness Officers.
With its commitment to customer-centric digital experiences, DEWA achieved a perfect score of 100% in the prestigious International Digital Customer Experience Standard (IDCXS: 2022) certification, further affirming its dedication to service quality. Maintaining an average speed of answering calls in just 15 seconds, DEWA ensures a swift response to customer needs.
Charting the Future with Artificial Intelligence
DEWA’s embrace of AI dates back to 2017 when it began incorporating AI into its services to enhance stakeholder experiences. With plans to utilize Generative AI, DEWA is continually enhancing its services. Furthermore, DEWA was the first utility globally and the first UAE government entity to implement ChatGPT technology, enriching its customer interactions.
The integration of ChatGPT has contributed to improving customer interactions, enabling efficient communication, understanding of needs, and prompt responses. This technology aligns with DEWA’s constant pursuit of excellence, echoing the forward-looking vision of Dubai.
Dubai’s journey to becoming the world’s smartest city is propelled by the innovation and vision of its leaders. DEWA, with its relentless commitment to technological advancement, sustainability, and customer satisfaction, plays a pivotal role in transforming this vision into reality. By embracing AI, fostering sustainability, and elevating customer experiences, DEWA exemplifies Dubai’s unwavering dedication to creating a smart and sustainable future for all. By combining visionary leadership, advanced technologies, and a dedication to excellence, Dubai’s transformation into a global smart city stands as a testament to what is possible when innovation and ambition converge.