Dubai Electricity and Water Authority
Dubai Electricity and Water Authority (DEWA) has recorded an increase in the use of its smart services during Q2 of 2016, with the smart adoption rate having reached 68%, from a total of 2,492,890 smart transactions. This has led to a positive effect on the environment by reducing 8,521 tonnes of carbon dioxide emissions, which is equivalent to the planting of 42,607 trees in approximately 80 football fields. DEWA’s smart adoption is yet another milestone in its efforts to reach its vision of becoming a sustainable innovative world-class utility and to exceed the expectations of Dubai Smart Government.
“DEWA’s vision is inspired by the directives of 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 departments by 80% by 2018. DEWA’s smart services play an important part in achieving this goal and also contributes to the Smart Dubai initiative, which was launched by His Highness to transform Dubai into the smartest and happiest city in the world. The initiative contributes to achieving a significant improvement to the services provided to customers, and it enables the management of the city’s utilities and services using smart networked systems. DEWA completed its smart transformation less than a year after the Smart Dubai Strategic Plan was launched. This is an important addition to DEWA’s record of achievements,” said HE Saeed Mohammed Al Tayer, MD & CEO of DEWA.
“DEWA realises its vital role as the exclusive provider of electricity and water in the Emirate. Therefore, DEWA works constantly to develop services that match Dubai’s ongoing development and to meet increasing demand. DEWA provides its customers with smart, fast, easy-to-use, and integrated services that are available around the clock. Customers are able to activate, or deactivate electricity and water services at the click of a button on DEWA’s smart app. This reflects DEWA’s commitment to use technology to make people happier by increasing the efficiency of its services, and advancing Dubai’s global reputation,” added Al Tayer.
DEWA’s smart application was installed and updated 781,574 times in 2015, and 335,934 times in 2016: a total of 2,300,228 times since 2010. There were 2,896,997 transactions on DEWA’s website in 2013, and 3,837,645 in 2015. There were 2,060,347 transactions made in Q2 of 2016. The adoption rate of available services via DEWA’s website stood at 52.9% in 2013, and 57.31% in 2014. It then grew to 59.17% in 2015, and reached 60.67% in Q2 of 2016.
There were 16,554 transactions made via DEWA’s smart app in 2013, and 114,600 in 2014, with 323,739 in 2015. There were 323,739 transactions made during Q2 of 2016. DEWA’s smart app provides its customers with a unified and seamless experience. The app is both efficient and easy-to-use, and combines many features, which enriches the user experience. The app introduces a new and innovative way of displaying the services by providing a single integrated package that provides all the services and features that the user needs on the homepage.
As soon as users open the homepage of their accounts, they can find many convenient services, including bills, and graphs to check and compare their consumption. The app also gives customers the option to add other accounts to their main account, so that they can manage more than one account at the same time. They can add photos for each account to identify them instead of memorising account numbers.
DEWA’s website provides comprehensive services that meet the requirements of everyday life: services that are easy, integrated, and efficient; providing easy browsing and online access to services. The website offers special services for each category of customer. The website was recently revamped to meet customer needs, services, and improve overall quality of all services.
All services have been divided into more specific categories, according to customer requirements, to facilitate and speed up surfing and navigation. The website layout is clearer and more transparent in terms of displaying the needed steps. The design is unified and compatible with all smart devices and phones. DEWA has given priority to the customer experience while revamping its website and updating its smart applications. These initiatives improves DEWA’s services to meet the requirements of its customers and make them happier.
DEWA smart applications support a range of operating systems, including iOS, Android, Blackberry and Windows. The app is also available on IoT (Internet of Things) technologies including: Samsung entertainment devices, Samsung Gear watches, Apple watches, and eLife by Etisalat.