Dubai Electricity and Water Authority (DEWA) has won the Smart Government Services Excellence Award for providing the best smart services, at the 25thMiddle East Smart Government & Smart Cities Excellence Awards, which was organised by the Middle East Excellence Awards Institute in Dubai. The awards recognise organisations that made real achievements by implementing the latest technological systems that help change work concepts and methods.
The Smart Government Services Excellence Award recognises government organisations from the Middle East that offer the best smart services based on the highest technical standards; to develop innovative projects to improve smart government service delivery, with a specific focus on gaining customers’ trust.
Saeed Mohammed Al Tayer, MD & CEO of DEWA, said that winning the award highlights DEWA’s continuous efforts to develop the finest smart services that help save time and effort for customers and make them happier.
“DEWA is one of the first government organisations to provide all its services through various smart channels in line with our efforts to achieve the vision of His Highness Sheikh Mohammed bin Rashid Al Maktoum, Vice President and Prime Minister of the UAE and Ruler of Dubai, and the directives of His Highness Sheikh Hamdan bin Mohammed bin Rashid Al Maktoum, Crown Prince of Dubai and Chairman of the Executive Council of Dubai, to transform the Government of Dubai into a fully digital government and the first paperless government by the end of 2021. Smart adoption of DEWA’s services reached 93% by the end of the first quarter of 2019,” said Al Tayer.
“The Smart Government Services Excellence Award is an important addition to DEWA’s long list of awards in developing advanced smart government services. DEWA’s efforts are focussed on entering the race for the future In line with promising government strategies that aim to employ the Fourth Industrial Revolution’s technologies such as AI, unmanned aerial vehicles, energy storage, blockchain, and the Internet of Things (IoT) as well as developing technical infrastructure and state-of-the-art smart services and solutions,” said Marwan Bin Haidar, Executive Vice President of Innovation and the Future at DEWA.
All DEWA’s services are available on its website (www.dewa.gov.ae) and smart app, as well as through Rammas, DEWA’s virtual employee that uses Artificial Intelligence (AI). It’s available on DEWA’s smart app, website, Facebook page, Amazon’s Alexa, Google Home, and its robots. Rammas can continuously learn and understand customers’ needs based on their enquiries, and analysing them based on available data and information to best respond to and streamline transactions. Since its inception in the first quarter of 2017, Rammas responded to over two million customer queries through DEWA’s various channels. DEWA recently added an instant voice chat feature in Arabic and English for Rammas through its smart app that allows customers to verbally address their queries to Rammas and get an immediate reply.