DEWA Achieves Major Digital Transformation Milestones in 2024

Photo: Dubai Government Media Office

The Dubai Electricity and Water Authority (DEWA) has made great progress in using digital technology to improve its services. These changes have made it easier and faster for customers to use DEWA's services, saving them time and improving their experience.

The efforts are part of the vision of His Highness Sheikh Mohammed bin Rashid Al Maktoum, the Vice President and Prime Minister of the UAE and Ruler of Dubai. His Highness Sheikh Hamdan bin Mohammed bin Rashid Al Maktoum, the Crown Prince of Dubai, has also been supporting these digital changes. The goal is to make Dubai the leading digital city in the world and improve the quality of government services. DEWA has been using new technologies like generative AI and other modern tools to offer better services and make them more efficient.

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In 2024, DEWA achieved a major milestone, with more than 14 million digital transactions done by customers. This was a 12% increase compared to the previous year, 2023. Thanks to the 'Services 360' policy, DEWA has made huge improvements. Now, all of DEWA's services can be done online, with no need for customers to visit in person. In fact, 100% of the services are automated, meaning that customers can use them anytime, anywhere. More than 99% of people are using DEWA's online services, showing how successful the changes have been. DEWA has also worked with over 90 projects in both the government and private sectors to make all this happen.

Saeed Mohammed Al Tayer, the Managing Director and CEO of DEWA, said that the authority is leading the way in offering integrated digital services that provide a great customer experience. This shows in the high ratings DEWA has received. In 2024, DEWA scored 98.6% in the Dubai Government Instant Happiness Index, which is a measure of how happy people are with government services. DEWA also scored 97.01% in the Dubai Government Excellence Program, which measures customer satisfaction. On top of that, DEWA received a perfect score of 100% in the International Digital Customer Experience Standard (IDCXS:2022), which is an important certificate showing the quality of digital services.

In terms of digital transactions, DEWA customers used different platforms to complete their tasks. More than 2 million transactions were made through the DEWA website, over 4.8 million were done through the DEWA smart app, and around 7.2 million transactions were completed using other digital channels. These services have been designed in collaboration with DEWA's partners to make everything as easy and efficient as possible for customers.

Overall, DEWA's digital transformation has not only improved efficiency but also made it easier for people to access services and feel more satisfied with their experience.