DEWA customers conducted 14 million digital transactions in 2024

Dubai Electricity and Water Authority (DEWA) achieved significant strides in digital transformation, ensuring an integrated, secure and seamless digital experience that saves customers time and effort while enhancing their happiness and quality of life.

“In line with the vision and directives of His Highness Sheikh Mohammed bin Rashid Al Maktoum, Vice President and Prime Minister of the UAE and Ruler of Dubai, and the follow-up of His Highness Sheikh Hamdan bin Mohammed bin Rashid Al Maktoum, Crown Prince of Dubai, Deputy Prime Minister and Minister of Defence of the UAE, and Chairman of The Executive Council of Dubai, we support efforts to make Dubai the leading digital city globally and to promote excellent government performance. We adopt the latest generative AI and disruptive technologies to provide exceptional and proactive services at the highest international standards, improving efficiency, operational effectiveness and productivity. Providing all our services through the website and smart app enabled customers to complete more than 14 million digital transactions in 2024, marking a 12% increase compared to 2023. Implementing the ‘Services 360’ policy has yielded tangible results: service automation has reached 100%, self-services that do not require physical presence are now at 100% and digital adoption of DEWA’s services stands at 99.2%. Additionally, DEWA has completed the digital integration of more than 90 projects with 95 government and private organisations,” said HE Saeed Mohammed Al Tayer, MD & CEO of DEWA.

“DEWA leads both locally and globally in adopting integrated digital services and in managing and enhancing the digital customer experience in terms of availability and quality of services. In 2024, DEWA scored 98.6% in the Dubai Government Instant Happiness Index by Dubai Digital Authority, while Customer happiness measured by the Dubai Government Excellence Program reached 97.01%. Furthermore, DEWA has scored 100% in the International Digital Customer Experience Standard (IDCXS:2022) certificate from the first assessment since 2022,” added Al Tayer.

The digital transactions conducted by DEWA customers included over 2 million transactions via the website, more than 4.8 million transactions through its smart app and over 7.2 million transactions via various digital channels that DEWA provides in collaboration with its partners.