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The award was presented during the closing ceremony held in the Malaysian capital, Kuala Lumpur, in the presence of government leaders, experts, and representatives of major regional and international institutions in energy and smart technologies. The authority's official delegation received the award, led by Dr Hussein Al Askar, Director of the Customer Service Department at SEWA.
Al Askar highlighted that this win is the culmination of the Authority's journey of innovation and smart transformation, and confirms the leadership of the Emirate of Sharjah and the UAE in artificial intelligence, simplified procedures, and delivering a high-quality customer experience. This achievement is the first in the Authority's history and the second for the UAE in this category, after TRANSCO Abu Dhabi in a previous cycle. This success demonstrates SEWA's commitment to the UAE Vision 2031, which prioritises digital transformation and artificial intelligence as central to sustainable government work that benefits humanity and society.
In his speech at the closing ceremony, Al Askar stated that this achievement reflects the wise vision of His Highness Sheikh Dr. Sultan bin Mohammed Al Qasimi, Supreme Council Member and Ruler of Sharjah, as well as the unwavering support of the wise leadership in enabling government agencies to adopt institutional innovation and enhance services. It also demonstrates that excellence in government services has become an ingrained culture in the UAE, thanks to the leadership's vision and the integration of institutional efforts.
Khaled Diab, Customer Service Operations Consultant at SEWA, explained that this achievement results from integrated teamwork, reflecting the authority's dedication to its leadership's vision of embracing smart solutions and prioritising people in every process. He mentioned that taking part in the international awards was an opportunity to highlight Sharjah's experience as an advanced government model capable of competing on a global level.
Diab added that SEWA is proud to be part of this qualitative transformation that contributes to building a more efficient and sustainable future and enhances the position of the Emirate of Sharjah and the UAE in digital leadership.
The authority received this prestigious award in recognition of its pioneering project in the comprehensive digital transformation of the customer experience, launched by the Customer Service Department to unify services and streamline procedures through smart platforms and the "Nafaa" virtual assistant – the first of its kind in the public services sector in the Middle East and Africa. "Nafaa" provides services to customers in two languages (Arabic and English) and utilises three advanced technologies, including robotic process automation (RPA), artificial intelligence (AI), and machine learning (ML). The project helped automate approximately 90% of customer service management services and reduced the time required to complete some procedures from 60 days to less than 60 seconds. This includes the bill installment service, which was transformed from a lengthy paper-based process to an instant electronic procedure completed entirely without human intervention.
The Authority also succeeded in establishing a smart and comprehensive electronic connection with several local and federal entities to streamline procedures and reduce bureaucracy. These entities include the Federal Authority for Identity, Citizenship and Residence and Customs Affairs – the central body linking customer data nationwide – along with Sharjah Municipality, the Economic Department, the Real Estate Registration Department, the Central Bank, the Sharjah Digital Authority, and the Sharjah Central Finance Department.
This integration was implemented in collaboration with direct support from the Sharjah Digital Department, whose positive cooperation played a crucial role in enabling the Authority to offer integrated and proactive digital services that reach customers directly, without the need to visit any service centre. This partnership has also allowed the digital government and the Authority to achieve a significant leap in the level of technological integration, data quality, and the speed of service delivery. The programme also utilises the Sharjah Finance Department's Smart Collections Programme, an advanced system that offers flexible payment options for customers while fully safeguarding the Authority's financial rights. It also helps enhance collection efficiency and reduces paper and cash transactions, aligning with the emirate's push towards a digital economy and financial sustainability.
The Authority has also launched extensive initiatives to educate customers on using digital channels and to train all staff on new smart systems. The digital transformation has greatly decreased the Authority's carbon footprint following the shift to electronic invoicing and complete dependence on smart systems.
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