"Dewa"Digital services contributed to achieving savings worth $470 million for customers in 2023
Dubai, April 7 / WAM / The digital services provided by the Dubai Electricity and Water Authority (DEWA) have contributed to achieving financial savings for customers worth 470 million dirhams and for the Authority worth 35 million dirhams, during the year 2023, in addition to avoiding 41,470 tons of carbon emissions.
The Authority reported that implementing the 360 services policy has yielded tangible results, as the rate of automation of service provision processes reached 100%, the rate of self-services that do not require personal presence was 100%, while the rate of digital adoption of the Authority’s services reached 99.2%, and the rate of customer happiness reached 98.3%. The level of service quality is 95%.
It stressed its keenness to continuously develop the customers’ journey by employing digital solutions and artificial intelligence in all its services and operations to provide proactive, advanced, smooth and integrated digital services through joint channels that meet customers’ needs and exceed their expectations, in addition to supporting sustainability efforts and reducing the carbon footprint.
The Authority applies the “360 Services Policy” by analyzing and measuring the level of maturity of services and planning to implement them over a period of 3 years (2023-2025), in line with the plan of the General Secretariat of the Executive Council of the Government of Dubai.
His Excellency Saeed Mohammed Al Tayer, Managing Director and CEO of Dubai Electricity and Water Authority, said: “We are keen to provide innovative digital services for customers to conduct their transactions at any time and from anywhere, which saves their time and effort and supports the Authority’s strategy in the field of sustainability and environmental protection by reducing resource consumption.” Naturally, the Authority has achieved great successes in implementing the “360 Services” policy, and in the first phase of implementation, 15 services out of 22 services met all standards at a rate exceeding 300% of the targets of the first phase for the year 2023, as the 360 Services Policy represents a road map and action plan. “For government agencies in Dubai to provide seamless, proactive and integrated services that focus on customers, meet their needs and enhance their experience in obtaining services, in a way that supports the concept of one government.”
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