Dewa customers conducted 14m digital transactions during 2024

Dubai Electricity and Water Authority (Dewa) achieved significant strides in digital transformation, ensuring an integrated, secure and seamless digital experience that saves customers time and effort while enhancing their happiness and quality of life.

“In line with the vision and directives of His Highness Sheikh Mohammed Bin Rashid Al Maktoum, Vice President and Prime Minister of the UAE and Ruler of Dubai, and the follow-up of Sheikh Hamdan Bin Mohammed Bin Rashid Al Maktoum, Crown Prince of Dubai, Deputy Prime Minister and Minister of Defence of the UAE, and Chairman of The Executive Council of Dubai, we support efforts to make Dubai the leading digital city globally and to promote excellent government performance. We adopt the latest generative AI and disruptive technologies to provide exceptional and proactive services at the highest international standards, improving efficiency, operational effectiveness and productivity,” said Saeed Mohammed Al Tayer, MD & CEO of Dewa.

He added, “Providing all our services through the website and smart app enabled customers to complete more than 14 million digital transactions in 2024, marking a 12% increase compared to 2023. Implementing the ‘Services 360’ policy has yielded tangible results: service automation has reached 100%, self-services that do not require physical presence are now at 100% and digital adoption of Dewa’s services stands at 99.2%. Additionally, Dewa has completed the digital integration of more than 90 projects with 95 government and private organisations.”

Al Tayer added, “Dewa leads both locally and globally in adopting integrated digital services and in managing and enhancing the digital customer experience in terms of availability and quality of services.

In 2024, Dewa scored 98.6% in the Dubai Government Instant Happiness Index by Dubai Digital Authority, while Customer happiness measured by the Dubai Government Excellence Program reached 97.01%. Furthermore, Dewa has scored 100% in the International Digital Customer Experience Standard certificate from the first assessment since 2022.”

The digital transactions conducted by Dewa customers included over 2 million transactions via the website, more than 4.8 million transactions through its smart app and over 7.2 million transactions via various digital channels that Dewa provides in collaboration with its partners.

Meanwhile, the Internal Audit Department of Dubai Electricity and Water Authority (DEWA) has received a ‘Generally Conforms’ rating in a review conducted by the UAE chapter of the Internal Auditors Association (IAA). This is the highest rating for conformance to IIA’s international standards for the professional practice of internal auditing. This recognition reflects DEWA’s adherence to globally recognised internal audit standards and guidelines, as well as its commitment to best practice in governance, risk management and control processes, thereby enhancing confidence in its operational processes and contributing to the achievement of its strategic objectives.

Saeed Mohammed Al Tayer received the certificate at Dewa’s head office. Ahmed Hassan Mohammad Noor, Acting Vice President of Internal Audit, and Dewa’s internal audit team were present.

“We work in line with the vision and directives of the wise leadership to ensure the sustainability of excellence across all our operations. This is achieved by developing internal audit methodologies and adopting advanced analysis tools and AI technologies to further enhance the efficiency of auditing processes and consolidate Dewa’s position as a global role model in good governance and effective management. Receiving the ‘Generally Conforms’ rating in the review conducted by the UAE Internal Auditors Association reflects our commitment to the highest standards of transparency, integrity and institutional governance. Internal auditing is pivotal to supporting DEWA’s vision as a globally leading sustainable innovative corporation committed to achieving net zero by 2050,” said Al Tayer.

Ahmed Noor said: “With the support and guidance of Dewa’s top management, the Internal Audit Department adopts the latest data analysis and AI technologies in auditing processes, in accordance with the highest local and global standards. We are further committed to implementing comprehensive audit procedures and delivering results with integrity and efficiency to enhance the confidence of all stakeholders.”

Dewa follows the guidance and requirements of the ISO 37000 guide on Governance of Organisations, the BS 13500 guide on Effective Governance Management Systems, the Security and Commodity Authority (SCA) and the Dubai Financial Market (DFM). Dewa also benchmarks its activities with leading international companies and industry best practice.

Agencies