DEWA’s Smart Response saves $4.6m, 300 million gallons of water
56% of customers resolved water issues on their own, using the service, which reduces time to fix interruptions by 43%
The Dubai Electricity and Water Authority (DEWA) has announced that its smart response system to address technical notifications has saved up to 300 million gallons of water and more than $4.6m (AED17m), reaching 91% customer happiness since its launch in July 2019.
The Smart Response service includes features such as self-diagnosis of interruptions; as well as dealing with complaints in 6 steps rather than 10 – and in 1 step for customers who can diagnose the status by themselves.
Close to 56% of customers were able to resolve water issues on their own, thanks to the service, which enables customers to get familiar with the necessary precautions to ensure continuity and quality of water supply.
The service also reduces the tracking time, and finds the best solutions to deal with, follow up, and resolve technical notifications in a simpler and easier way, using DEWA's smart app and website.
In addition, DEWA’s smart response system also provides value-added services such as notifications when the customer’s water consumption increases, enhancing customer experience and service efficiency.
The Smart Response service reduces the time needed to fix interruptions by 43%.
Commenting on the achievements, the managing director and chief executive officer of DEWA, HE Saeed Mohammed Al Tayer, said: “DEWA depends on innovation and the latest disruptive technologies to provide water and electricity services at the highest standards of availability, reliability, and efficiency, and to achieve the Demand Side Management Strategy to reduce energy and water use by 30% by 2030. DEWA is committed to launching innovative initiatives to provide value-added services to our customers that make their lives easier and contribute to transforming Dubai into the smartest and happiest city in the world.”
Sharing his thoughts on the milestone, executive vice president of Innovation and the Future at DEWA, Marwan Bin Haidar, said: “We study response reports as well as access global best practices and lessons learned from innovation camps and experience surveys, in line with the standards of ‘Dubai The Model (DTM) Centre’ for Service Improvement. The service is developed based on three major fields: raising awareness among customers through pre-interaction, redesign the customer’s journey in an integrated and innovative way, and provide special maintenance services through active partnerships with the private sector.”
In addition, the High-Water Usage Alert initiative helps customers discover possible leaks in their water connections, after the meter. The system sends instant notifications to the customer if there is an unusual increase in consumption, to check the internal connections and repair any leaks with the help of a specialised technician.
The initiative contributes to reducing incurred costs by limiting water wastage. It also reduces the ‘Recovery Average Time’ goal of minor notifications from 3 hours to 2 hours, and the major notifications from 6 hours to 4 hours.