Dubai Electricity and Water Authority (DEWA) has announced that the adoption rate of its smart services has reached 80%, according to UAE state news agency, WAM.
The milestone, which forms part of the emirate’s plan to reduce the number of visitors to government offices by 80% by 2018, was achieved one year ahead of the deadline set by HH Sheikh Mohammed bin Rashid Al Maktoum, Vice President and Prime Minister of the UAE, and Ruler of Dubai.
Saeed Mohammed Al Tayer, managing director and chief executive officer of DEWA, said that the authority’s proactive approach to customer service and sustainability had contributed to the achievement.
“At DEWA, we work in line with the vision of [HH Sheikh Mohammed bin Rashid Al Maktoum,] who said ‘A smart government doesn’t wait for people to come to it. Instead, it goes to them’, and his directives to reduce visitors to government offices by 80% by increasing smart adoption of government services to 80%,” Al Tayer explained.
“We also work to achieve the directives of HH Sheikh Hamdan bin Mohammed bin Rashid Al Maktoum, Crown Prince of Dubai and Chairman of the Executive Council of Dubai, that the government environment will be completely paper free by 2021.”
DEWA follows the Government of Dubai’s Smart Service Excellence model, which provides criteria for service quality for all of the emirate’s government organisations.
The authority said that it has fully implemented these criteria in all its smart services, including accessibility, usability, look and feel, content, and functionality.
“DEWA adopts an integrated strategy, plans, and innovative frameworks to use the latest technological solutions and systems to serve society, in line with the Dubai Plan 2021 to make Dubai a smart, integrated, and connected city that is sustainable with its resources, and our vision to become a sustainable and innovative, world-class utility,” said Al Tayer.
“Thanks to the efforts of DEWA’s teams, we have succeeded in raising customers’ awareness about our smart services, which enable them to complete their transactions easily and securely – anytime, anywhere – using DEWA’s smart app or website, without having to visit our customer happiness centres.
“These efforts have contributed to increasing the adoption rate of our smart services from 40% in 2010, to 80% today,” he concluded.