Bid & Tender
DEWA Announces Completion of Smart Transformation Project

Date : Jul 14, 2016

Dubai Electricity and Water Authority (DEWA) has announced yesterday that it had completed its smart transformation less than a year after the Smart Dubai initiative was announced by His Highness Sheikh Mohammed bin Rashid Al Maktoum, Vice President and Prime Minister of the UAE and Ruler of Dubai.


The initiative contributes to achieving a significant improvement to the services provided to customers, and transforming Dubai into the smartest city in the world. The initiative enables the management of the city’s utilities and services using smart and connected services.


DEWA highlighted the following smart initiatives: Shams Dubai: This initiative encourages building owners to install photovoltaic panels to generate electricity, and connect them to DEWA’s grid. The electricity is used on site and the surplus is exported to DEWA’s network. The initiative enables customers to contribute to diversifying the energy mix and support the green economy and sustainable development of Dubai, in line with the vision of H.H. Sheikh Mohammed bin Rashid Al Maktoum.


Smart Applications via Smart Meters and Grids - The transition towards using smarter electricity and water systems provides additional services to customers. They can track their electricity and water consumption using their smart phones or computers.


The Green Charger (infrastructure and electric vehicle charging stations) - This initiative builds the infrastructure and electric vehicle charging stations across Dubai, to encourage the public to use electric vehicles and contribute to protecting the environment.


DEWA’s smart app - DEWA’s smart app provides its customers with a unified and seamless experience when using it. The app is both efficient and easy-to-use, and combines many features, which enriches the user experience.


DEWA’s revamped website - DEWA has revamped its website, to provide comprehensive services that meet the requirements of everyday life: services that are easy, integrated, and efficient; providing easy browsing and online access to services.


The Rammas Initiative as part of its commitment to being first in all its operations, DEWA has launched its latest service that uses artificial intelligence (AI). The Rammas AI service acts as a virtual employee round the clock to reply to customers’ enquiries.


Hayak Initiative - Hayak is a communications channel available on DEWA's smart app and website for all customers. It allows them to directly communicate with DEWA's call centre staff using video and online chat.


Ash’ir Initiative - DEWA has launched the ‘Ash’ir’ (Arabic for ‘to signal’) initiative, which is a service to support speech-impaired customers. Ash’ir is a live video chat service using sign language that enables customers to directly communicate with DEWA’s call centre staff.


The App Master Competition - In early 2015, DEWA launched the App Master competition, which supports its efforts to enhance its role in society and its strategy to promote creativity and innovation among students.


The As'hal Initiative - DEWA has launched its ‘As'hal’ (Arabic for ‘Easier’) initiative to inform visitors to its customer service centres about the smart app, and smart services.


The Sirb Initiative - The Sirb (Arabic for fleet) supports the directives of H.H. Sheikh Mohammed bin Rashid Al Maktoum to develop the drone industry to serve mankind. The UAE is one of the first countries in the world to use drones to deliver government services


The Government Remarks Service - DEWA provides the ‘Government Remarks Service’ for the Roads and Transport Authority (RTA), Dubai Police, Dubai Municipality, and Dubai Civil Defence, to enhance cooperation between government organisations.


Adoption of DEWA’s Smart Services - The adoption rate of DEWA’s smart services increased significantly over the years. The percentage continued to increase and reached 65% in Q1 of 2016. Since its launch until Q1 of 2016, DEWA’s smart services were used 6 million times.


DEWA offers its services via its smart application, which supports a range of operating systems, including iOS, Android, Blackberry, Windows, Samsung entertainment devices, Samsung Gear watches, Apple Watches, and eLife by Etisalat.


Happiness Index - DEWA has adopted a strategic objective that is directly related to making stakeholders happier. DEWA is among the first government organisations to implement the Happiness Index initiative, which was launched by HH Sheikh Mohammed bin Rashid Al Maktoum. The Happiness Index was 98% in Q1 of 2016, which underlines DEWA’s commitment to providing the best services, to make customers happier.