Sharjah Electricity, Water and Gas Authority (SEWA)<\/a> has completed its three-year digital transformation journey, achieving 100 percent digital coverage across its key customer services.<\/p>\n\n\n\nDr. Hussein Al Askar, Director of the Customer Service Department at SEWA, announced the milestone this week. He said the authority completed 720,037 digital transactions through its Customer Service Department’s digital platform between 9th August 2023 and 9th August 2026.<\/p>\n\n\n\n
These transactions included 265,028 requests for starting services and opening new accounts. Additionally, 198,971 transactions involved closing accounts, while 256,038 were general service requests.<\/p>\n\n\n\n
According to Al Askar, these figures reflect more than simple digitisation. Instead, the digital transformation effort redesigned the entire customer journey. As a result, processes became simpler, and customers gained easy access to services through SEWA’s website, smart application, and other digital channels.<\/p>\n\n\n\n
Al Askar credited the transformation’s success to continued support from Saeed Sultan Balajio Al Suwaidi, Chairman of SEWA, and Abdullah Abdulrahman Al Shamsi, Director-General of SEWA.<\/p>\n\n\n\n
Furthermore, Al Askar highlighted the contribution of “Nafaa,” SEWA’s intelligent virtual assistant. The system provides round-the-clock information and support, and it can complete many services automatically without human involvement. Consequently, it strengthens SEWA’s push into automation and artificial intelligence while enabling smarter, more proactive services.<\/p>\n\n\n\n
The shift toward digital services has also reduced the need for in-person visits to service centres. This change has saved customers time, effort and money, while offering greater flexibility.<\/p>\n\n\n\n
Beyond convenience, the transformation supports sustainability goals. Al Askar explained that fewer trips to service centres mean lower fuel consumption and reduced vehicle emissions. At the same time, reduced reliance on paper documents and printing supports broader environmental efforts.<\/p>\n\n\n\n
On the operational side, automation has improved efficiency significantly. By reducing routine procedures, SEWA has been able to redirect human and financial resources toward higher-value activities.<\/p>\n\n\n\n
Looking ahead, Al Askar said SEWA<\/a> will continue expanding its digital ecosystem. The authority plans to increase its use of artificial intelligence, automation and data analytics, aiming to deliver more integrated and proactive services while simplifying the customer experience further.<\/p>\n\n\n\nNotably, SEWA’s transformation efforts have earned recognition beyond the region. In roughly a year and a half, the authority received more than 15 regional and international awards, spanning categories such as customer experience, innovation, artificial intelligence and smart government services.<\/p>\n\n\n\n
However, Al Askar emphasised that these accolades, while significant, are secondary to the real impact on customers. Ultimately, SEWA’s digital transformation has delivered easier services, faster processing times, and a noticeably improved customer experience.<\/p>\n\n\n\n
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