In 2023, the digital services of Dubai Electricity and Water Authority (DEWA) achieved savings of AED470 million ($127 million) for customers and AED35 million for DEWA, in addition to avoiding 41,470 tonnes of carbon emissions, a report said.

DEWA said it aims to provide proactive, advanced, seamless, and integrated digital services through shared channels to meet customers’ needs and exceed their expectations, and reduce carbon footprint, by implementing its ‘Services 360’ initiative that has led to tangible results, Emirates News Agency, WAM, said.

Service automation reached 100, self-services that do not require physical presence reached 100%, digital adoption of DEWA’s services reached 99.2%, customer happiness reached 98.3%, and service quality reached 95%.

Saeed Mohammed Al Tayer, MD and CEO of DEWA, said: “In line with our ongoing efforts to serve customers and make them happier, we are keen to provide innovative digital services that allow customers to conduct their transactions anytime, anywhere.

“This saves their time and efforts and supports DEWA’s strategy for sustainability and environmental protection by reducing the consumption of natural resources. DEWA has achieved notable success in implementing the ‘Services 360’ approach.

“In the first phase of the implementation, 15 out of 22 services met all standards, exceeding 300 percent of the targets of the first phase for 2023. The Services 360 policy provides a roadmap and work plan for government departments in Dubai to provide seamless, proactive, and integrated services that focus on the customers, meet their needs, and enhance their experience in receiving the services, supporting the ‘one government’ concept.”

DEWA provides many digital services and smart tools to help customers better understand and manage their electricity and water consumption.

Its ‘Smart Living’ dashboard enables customers to monitor their daily, monthly, and yearly consumption, and “My Sustainable Living Programme” allows them to compare their consumption with similar highly efficient homes and provides customised tips to manage their consumption efficiently.

The ‘Away Mode’ allows customers to receive consumption reports when they are not at home, and the ‘Consumption Assessment Tool’ provides a detailed report after filling out the consumption assessment.

In addition, DEWA provides its customers with a wide range of special offers and discounts through the DEWA Store, in collaboration with many public and private sector companies. The offers encourage customers to adopt a smart and sustainable lifestyle and help transform their houses into smart homes.