Shahid about the speed issue. He says
the app takes a long time to access the
account as well as when paying the bills.
Abu Haijalah described the app on the An-
droid app store as a five-star app.
George Ibrahim considered DEWA’s app
to be an important addition for custom-
ers, with regard to the services it offers in
comparison to other apps of government
agencies and organizations that are only
formal but are not beneficial for users.
Ibrahim said the app saves him time in
paying bills and reviewing consumption
data. In the past, he had to go to customer
service centers and line up in long queues
for these same matters.
Nael Mohammed said he prefers to pay
DEWA’s bills via mPay, which saves much
time for customers. He can pay the bill for
DEWA or other agencies inside Dubai by
registering their information once.
He pointed out that the app sets a new
model in providing customers with servic-
es in a smart manner, but some aspects
need to be addressed, such as technical
aspects with regard to download speed,
account logins and completion of transac-
tions.
Although a good number of people are
shifting now to the use of DEWA’s smart
app, there is still a group of customers
who insist on going physically to customer
services centers and paying through the
payment machines. They claim they do
not trust credit cards and they need to re-
view and inquire about more details from
the center employees.
Ahmed Ismail explains that he does not
trust to use credit cards in making pur-
chases and payments online as it is pos-
sible his data gets stolen and used by
others. Therefore, he prefers to pay elec-
tricity and water bills through the payment
machines and go to the customer service
centers when he needs to inquire and re-
view other issues.
Karim Othman said that the errors he
sometimes finds in the consumption rate
causes him to stay away from the smart
app, and forces him to go to the customer
service centers. He said the app does not
include a way for customers to address
such issues.
DEWA launched the first version of its
smart apps on mobile phones and tablets
in April 2010 and was keen on updating
it continuously to be compatible with An-
droid, Windows, Blackberry and iOS op-
eration systems. Users rated the app 4 on
the Android and iOS app stores.
Obsessed by fear
of piracy, I never
used the app.
The app sets a new
model in providing
smart services.
We hope to cut
down access time
to account
Absence of an
interactive channel
kept me away from
the app.
Ahmed Ismail
Nael Moahmmed
Karim Othman
Moutaz Abu Haijalah
7
June
2014
