Sharjah24: In an exceptional achievement reflecting its leading position, the Sharjah Electricity, Water, and Gas Authority (SEWA) has won five distinguished awards at the Gulf Customer Experience Awards (GCXA™) 2025. These awards recognise excellence and innovation in customer service across the Gulf Cooperation Council (GCC), acknowledging the Authority's efforts in developing its services, digital transformation, and the use of artificial intelligence to enhance customer experience.
Dr. Hussein Al-Askar, Director of Customer Service at the Authority, emphasised that this recognition underscores the Authority's steadfast commitment to achieving excellence and sustainable innovation in delivering smart government services. It also strengthens Sharjah's position in the realms of digital transformation and customer experience.
Among the accolades received, Abdullah Abdulrahman Al-Shamsi, the Director General of the Authority, was awarded the title of Best Leader in Improving Customer Experience. This honor reflects his leadership in advancing digital transformation and innovation while fostering a culture of institutional excellence. Additionally, the Authority received the Gold Award for Best User Experience, acknowledging its efforts in providing a smart and streamlined customer journey through cutting-edge digital technologies that enhance service quality and satisfaction.
Another notable recognition was the Gold Award for Best Use of Artificial Intelligence, awarded for the activation of the virtual assistant "Nafa," which has automated over 90% of the Authority's services. This achievement has significantly improved operational efficiency and the overall customer experience. The Authority also received the Gold Award for Best Government Digital Transformation, celebrating its leadership in developing an integrated government digital system, competing with various governmental institutions throughout the UAE and the GCC.
Furthermore, the Authority was honored with a Bronse Award for Innovation in Customer Service, recognising its development of smart interactive solutions that ensure proactive responses to customer needs and maintain high-quality service delivery.
Khaled Youssef Diab from the Customer Service Department remarked that these awards mark a significant addition to the Authority's achievements, conveying a clear message that true excellence transcends local boundaries to create a regional impact that reflects the stature of Sharjah and the UAE. He highlighted that the Authority's success in this year's competition against governmental entities and major institutions from various Gulf countries affirms its leadership in digital transformation and the effective use of artificial intelligence to enhance customer experience, positioning it as a model for improving government service quality.
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