Dubai Electricity and Water Authority (DEWA)’s smart application is providing customers with 29 services to make their lives easier. This shows DEWA’s intent to encourage customers to use its smart application to facilitate transactions and shorten the time and effort needed. This also comes in adherence with the vision of HH Sheikh Mohammed bin Rashid Al Maktoum, Vice President and Prime Minister of the UAE and Ruler of Dubai, to reduce the number of customers visiting customer happiness centres at government institutions to 80% by 2018.
DEWA’s smart application gives customers a smooth experience, as it combines ease and efficiency, and it shows in the way it simplifies many prerequisites into one simple step, making life easier for customers. In addition, the smart application introduces a new and innovative concept in the way it delivers services seamlessly on the home page, avoiding the hassle of searching and browsing. Once users open their home pages, they can view all DEWA’s services, such as bills, how much electricity and water they have used, and compare their use with similar buildings.
The application allows customers to use more than one account at once, and adds an image to each account, for distinction, instead of saving the account number. The application also provides 29 smart services, including 8 information services, 7 interactive services, and 14 procedural services. This is according to the Government eServices Statistical System (GeSS), provided by the smart government.
“In line with the Smart Dubai initiative, launched by HH Sheikh Mohammed bin Rashid Al Maktoum, to make Dubai the smartest and happiest city in the world, DEWA strives to provide smart, innovative and quality services through its smart application, to meet the needs of its customers to enhance their experience, and improve the quality of services provided to them. All DEWA’s services are provided on its smart application, according to every customer’s needs, to facilitate and accelerate the process of completion of transactions. The number of users increased by 40.4% in 2010, and has increased to 76% by the end of the second quarter of 2017,” said HE Saeed Mohammed Al Tayer, MD & CEO of DEWA.
“DEWA places its customers at the forefront of its priorities, providing high-quality services, in accordance with best practices and global solutions, on its intelligent application, which is compatible with iOS and Android, as well as on Internet of Things (IoT), such as Samsung Home Theatre Systems, Samsung Gear, Televisions, Apple watches, and eLife from Etisalat. DEWA follows the Government Services Excellence Program, approved by the Government of Dubai, which provides standards that determine the quality of services for all government institutions in Dubai. The model addresses several areas that DEWA has endeavoured to fully implement in its smart application, including accessibility, ease of use, design, content, and functionality,” added Al Tayer.
Al Tayer stressed that DEWA’s smart application is primarily to achieve stakeholders’ happiness. He pointed out that the results of the happiness index on the application has reached 81.8% from January to June 2017, compared to 81%, from October 2016 to the end of December 2016 .
Smart Payment
DEWA offers a variety of smart ways in which you can pay your bill. This is part of its ongoing efforts to facilitate customer experience, and make them happy, by allowing them to utilise smart services to pay their bills. The services include payment service through mobile phone (mPay) and electronic payment service (ePay), in cooperation with the smart Government of Dubai.
Furthermore, bill payment is the most widely used service on the smart application. This smart service enables customers to pay electricity and water bills, with ease and convenience. The service was used more than one million times.
Competition on DEWA’s smart services
DEWA also organised a competition about its smart services, on Twitter. The competition, which was held during the months of April and May, achieved great success and contributed to promoting DEWA’s objectives to raise awareness about its smart services, and increasing the number of users of its smart application, website, and Twitter account. The competition saw huge participation, and 8 winners were given a prestigious award.
Statistics
The total number of times DEWA’s smart application was used, from 2011, to the first quarter of 2017, has exceeded 10 million, while the number of times the application was installed and updated, from 2010 to the first quarter of 2017, exceeded 3 million. In addition, the number of transactions made through the smart application, from the beginning of 2013, to the first quarter of 2017, has exceeded 1 million.
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