SEWA showcases digital transformation in the Netherlands

Sharjah 24 – WAM: The Sharjah Electricity, Water and Gas Authority (SEWA) presented its digital transformation journey at an international conference in the Netherlands, hosted by Smart Energy Water (SEW) alongside the SAP Energy and Utilities Conference. The event brought together service sector leaders from Europe, Latin America, and other regions to explore global advancements in utility services.

Developing effective digital channels

Dr Hussein Al Askar, Director of SEWA’s Customer Service Department, highlighted in his keynote address that the Authority has achieved notable success in boosting customer satisfaction and minimizing the need for in-person visits to service centers. This progress stems from the Authority’s investment in effective digital platforms—chief among them the SEWA smart application, which boasts a user rating above 4.5 stars, one of the highest in the regional utilities sector.

Virtual assistant "Nafaa"

Al Askar also showcased “Nafaa,” SEWA’s AI-powered virtual assistant. The smart assistant delivers fully automated, 24/7 customer support, addressing over 90% of user needs with performance levels rivaling those of human representatives. "Nafaa" is deeply integrated with SEWGA's systems, underscoring the Authority's commitment to leveraging advanced technology.

Integration with Sharjah Digital Initiative

In his presentation, Al Askar underscored SEWA’s collaboration with the broader Sharjah Digital Initiative. By integrating with entities such as Sharjah Municipality, the Emirates Identity and Citizenship Authority (EIDA), and the Department of Economic Development, SEWA has helped streamline public services. This interconnectivity has simplified administrative procedures and accelerated the completion of customer transactions, reducing the need for visits to multiple departments.

International recognition and praise

The Authority’s digital transformation efforts drew praise from conference attendees, who regarded SEWGA's model as both inspiring and replicable—particularly in its automation and innovation strategies. Al Askar concluded by noting SEWA’s continued push for digital excellence, citing its recent achievement: the Best Digital Transformation in Customer Service Award, presented at the Government Innovation Festival in Singapore, as a testament to its leadership in the sector.