DUBAI: Dubai Electricity and Water Authority (Dewa) completed its smart transformation less than a year after the Smart Dubai initiative was announced by His Highness Sheikh Mohammed Bin Rashid Al Maktoum, Vice President and Prime Minister of the UAE and Ruler of Dubai.
The initiative contributes to achieving a significant improvement to the services provided to customers, and transforming Dubai into the smartest city in the world.
The initiative enables the management of the city’s utilities and services using smart and connected services.
The Shams Dubai initiative encourages building owners to install photovoltaic panels to generate electricity, and connect them to Dewa’s grid.
The electricity is used on site and the surplus is exported to Dewa’s network. The initiative enables customers to contribute to diversifying the energy mix and support the green economy and sustainable development of Dubai, in line with the vision of Sheikh Mohammed Bin Rashid.
The smart applications via meters and grids geared the use of smarter electricity and water systems as well as provided additional services to customers. People can track their electricity and water consumption using their smart phones or computers. Smart systems also enable customers to control their usage and save energy.
The Green Charger (infrastructure and electric vehicle charging stations) builds the infrastructure and electric vehicle charging stations across Dubai, to encourage the public to use electric vehicles and contribute to protecting the environment. By launching this initiative, Dewa further enhances Dubai’s leadership as a pioneer in sustainability.
Dewa’s smart app provides its customers with a unified and seamless experience when using it. 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 find many services, including bills, charts, and usage comparison. The updated app 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 has revamped its website, to provide 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 revamped website offers special services for each category of customers. It was restructured according to a comprehensive study to meet customer needs, enhance customer services, and improve quality of service. 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 customer experience when it revamped its website. The move improves Dewa’s services to meet the requirements of its customers and make them happier.
As part of its commitment to being first in all its operations, Dewa has launched its latest service that uses artificial intelligence (AI). Dewa is one of the leading organisations to use this technology, which underlines its adoption of technological innovations as a key method across all its processes. The Rammas AI service acts as a virtual employee that is available round the clock on the smart app to reply to customers’ enquiries.
Rammas provides a new qualitative and innovative form of service delivery. It can accommodate a huge amount of data simultaneously, search customers’ records to find what they need, and answer their queries promptly and accurately.
The service automatically adapts and develops to keep up with different customer requests and changes in the nature of queries and Dewa’s services. This increases the service’s efficiency and makes it easier for customers to get the requested service and make them happier.
Hayak is a communications channel available on Dewa’s smart app and website for all customers. It allows them to directly communicate with Dewa’s call centre staff using video and online chat.
Dewa has launched the “Ash’ir” (Arabic for ‘to signal’) initiative, which is a service to support speech-impaired customers. Ash’ir is a live video chat service using sign language that enables customers to directly communicate with Dewa’s call centre staff.
In early 2015, Dewa launched the App Master competition, which supports its efforts to enhance its role in society and its strategy to promote creativity and innovation among students. The objective of the competition was to promote competitiveness and creativity among university students to develop an entertaining smart app that instils environmental values and promotes a culture of sensible use of energy and water.
Dewa has launched its “Ashal” (Arabic for ‘Easier’) initiative to inform visitors to its customer service centres about the smart app, and smart services. Staff give step-by-step instructions to visitors about how to use the app and its services and features, which enable customers to complete their transactions anytime, anywhere.
Visitors to Ashal smart kiosks get to know everything about Dewa’s smart app, from downloading the app, to creating an account, paying bills, and registering for the Green Bill and the Dubai Smart Government’s MyID service.