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Dewa’s virtual employee answers 3.9m enquiries

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Photo: Wam

Photo: Wam

Dubai - It saved Dh285 million after completing over seven million smart transactions between January and September 2020

Published: Wed 23 Dec 2020, 1:55 PM

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Dubai Electricity and Water Authority’s (Dewa) virtual employee Rammas, which responds to customers’ written and audible enquiries in Arabic and English on its smart app, answered about 3.9 million enquiries from January 2017 to the end of September 2020.

Rammas also completed 5,688 bill payment transactions and responded to 200,000 WhatsApp messages, the utility services provider said in a statement on Wednesday.


Dewa has become the first government organisation to allow its customers to conduct all their transactions themselves using smart devices at the customer happiness centres. Customers can also communicate with Dewa staff from different sectors using video calls.

As of the end of Q1 2020, Dewa transformed all its customer happiness centres into self-service centres.

Dh285m in savings

Dewa achieved Dh285 million in savings as it completed over seven million smart digital transactions between January and September 2020.

This also helped reduce over 24,000 tonnes of carbon emissions, which is equal to planting over 27,000 trees over a distance equal to 52 football pitches.

Saeed Mohammed Al Tayer, MD & CEO of Dewa, said that all Dewa's services are available on its website and smart app, so customers can complete their transactions anytime and anywhere, easily and securely.

Al Tayer added that Dewa’s commitment to enrich the customer experience with smart services in turn saves them time and effort. These include using the latest disruptive technologies and Artificial Intelligence (AI) tools. This achieves the Dubai 10X initiative, which mandates the Government of Dubai to be a global leader that is 10 years ahead of all other cities through government innovation and the reworking of traditional work mechanisms.

It also achieves the Smart Dubai initiative, to make Dubai the smartest and happiest city in the world. Dewa is one of the leading organisations in digital transformation. Smart adoption of Dewa’s services reached 98.56% in Q3 of 2020.

waheedabbas@khaleejtimes.com



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