Sharjah, August 20 (WAM) - The Sharjah Electricity, Water and Gas Authority crowned its digital transformation journey with a remarkable achievement of achieving 100% digitization of its main services for subscribers, and winning more than 15 regional and international awards in the fields of customer experience, innovation, artificial intelligence, and smart government services within one and a half years.

The authority recorded a huge achievement from August 9, 2023 to August 9, 2026 by completing 720,037 digital transactions through the Customer Service Management system alone.

In detail, these completed transactions over three years included 265,028 new account opening and service start-up transactions, 198,971 account closure transactions, in addition to 256,038 general requests. Meanwhile, other departments of the authority continue their tireless efforts to complete the digitization of all its services and transactions.

Dr. Hussein Al Esker, Director of Customer Service Management at the Authority, explained that these figures translate the radical transformation in the service model, which included digitizing procedures, redesigning and simplifying the customer journey through an integrated system comprising the website, smart application, and digital channels.

Dr. Al Esker pointed out the role of the intelligent virtual assistant "Naaf" as a key and advanced element in this system, where it provides information and immediate support to customers around the clock, and implements several services automatically and comprehensively without human intervention, which enhances the Authority's focus on expanding the use of artificial intelligence technologies and automation and developing proactive services.

The Director of Customer Service Management confirmed that the expansion of digital services has saved customers time, effort and costs by reducing the need for personal visits to service centers, and giving them flexibility in terms of time and place.

He added that this supports sustainability and quality of life efforts by reducing fuel consumption and carbon emissions resulting from vehicle movement, as well as limiting traditional procedures and reliance on paper documents.

In operational terms, he pointed out that automation has contributed to improving performance efficiency and optimal investment in human and financial resources through the reduction of routine procedures and directing efforts towards value-added businesses to enhance productivity.

Dr. Al-Askar concluded by emphasizing the commitment of the authority to continue developing its digital system based on data analysis and artificial intelligence to move towards a more advanced stage of smart services, stressing that awards and honors reflect external appreciation for the institution's efforts, but the most important award for the authority remains the positive impact felt by customers through receiving an easier, faster service and a better experience, which raises the authority’s ambitions for further development.