Dewa to strengthen its position as one of the best utilities worldwide

Dubai Electricity and Water Authority (Dewa) announced its most used services in 2021, which showed an increase in digital services, demonstrating public awareness and adoption of a sustainable lifestyle that protects the environment and natural resources. This also reflects Dewa’s excellence in developing its innovative services to achieve stakeholder happiness, and to strengthen its position as one of the best and most distinguished utilities in all areas worldwide.

Saeed Mohammed Al Tayer, MD & CEO of Dewa, said that the organisation uses disruptive digital services through devices and smart channels that employ Artificial Intelligence (AI), robotics and Fourth Industrial Revolution applications.

Dewa provides all its services on several digital channels including its smart app (iOS and Android) and website. Dewa also provides several services through Rammas its virtual employee. Rammas is available through DEWA’s website, its smart app, Facebook page, Google Home, robots, WhatsApp Business, and Amazon’s Alexa.

Dewa has recently started providing its smart services on Amazon Alexa in Arabic, becoming the first government utility in the world to do this. Smart adoption of Dewa’s services reached 98.89 per cent in the final quarter of 2021. Dewa also received the 100 per cent Paperless stamp from Smart Dubai. Dewa has completed its electronic integration with more than 30 entities.

The Bill Payment service was among the most used services, with 9 million transactions over the past year. Bill payments can be conveniently made through Dewa’s website, smart app, Smart Dubai’s DubaiNow, Apple Pay, Empay app, using smart and electronic services of 25 banks, Etisalat Public Payment Machines, Tayseer payment platform for cheques from different banks via EmiratesNBD’s Cheque Deposit Machines, Rammas- Dewa’s virtual employee, and Enoc and Eppco stations. Customers can also pay bills cash, using their credit and debit cards, Noqodi, direct debit and autopay.

‘Managing electricity/water’ service was the second most used service. This includes Activation of Electricity/Water (Move-in) /Deactivation Electricity/Water (Move-out) / Transfer of Electricity/Water (Move-to), when moving from one premises to another and transferring the security deposit. ‘Managing customer data’ service came third for updating billing address and contact information.

The ‘Request for Refund’ was the fourth most used service for customers to get their refund for security deposit fees through Western Union or Bank Account Number IBAN or cheques.

The ‘No Objection Certificate’ was the fifth most used service for accredited contractors and consultants to obtain Building NOC-Electricity/Water or Demolition NOC-Electricity/Water, Infrastructure Projects NOC, and Getting Solar Connections NOC. The ‘Clearance Certificate’ came sixth, which permits paying all due fees on the account.

Dewa also witnessed an increase in using the ‘Consumption Verification Electricity/Water’ service for customers to verify any unusual increase or decrease in electricity and water consumption patterns.

This service is part of the ‘Smart Living initiative’ launched by Dewa to increase customer awareness and enable them to manage their high consumption and make decisions without having to contact Dewa.

Last year Dewa also added some innovative features to the service using the latest technologies. Creating an EV Account service as part of the Green Charger service witnessed a large response which indicates the increasing popularity of electric and hybrid vehicles in Dubai. Customers can easily create a new account for their EVs and get Green Charger cards. Dewa has installed more than 325 EV charging stations across Dubai to encourage the public to use eco-friendly vehicles.

EV users can charge their electric vehicles when they register the vehicle at RTA, using Dewa’s smart app by scanning the QR code placed at public green charging stations.

They can also use Dewa’s EV Green Charger card.

Dewa has launched the EV Green Charger User Dashboard to help customers better manage their EV Green Charger services. The dashboard enables customers to easily track their charging and consumption data through Dewa’s website or smart app.

The dashboard provides customers with a complete record of bill payments, consumption information, charging transactions and dates, as well as access to exclusive discounts from Dewa store.

It also allows customers to manage multiple EV Green Charger cards, pay their bills and locate the nearest Dewa charging station.