Users explained that the app offers most
services needed by DEWA’s customers,
such as inquiry about accounts and pay-
ment of bills, but at the same time, they
outlined some weaknesses that need to
be addressed. Such weaknesses include
the absence of the ability to interact with
the complaints lodged on some bills and
accounts; receiving response directly
through a specific channel on the app, in
addition to slow data downloads, especial-
ly in the app’s most recent update.
Mohammed Ibrahim, an app user is satis-
fied with the services offered by the app.
He says he found all the services needed
by customers on the smart app, which are
usually bill payment, inquiry about rate of
consumption and applying to shut off the
service. This saves customers the need to
physically go to customer service centers
except in very few cases.
Ibrahim listed the cases when custom-
ers need to physically go to customer
service customers namely problems
related to consumption bills; custom-
ers have to go to the center to complain
about the amount on the bill and request
that a specialist technician inspects their
consumption rate. Customers also have
to go to the center to obtain a quittance
certificate and retrieve the consumption
security deposit.
Mohammed Shahid described DEWA’s
app on theAndroid app store as a five-star
app. He said that the services included in
the app saved many customers the need
to go to customer service centers or the
payment devices found in malls. It also
allowed users to measure their consump-
tion rate and climax times, helping them
to monitor their consumption in the future.
Shahid asked those in charge of the app to
address the shortcomings in some techni-
cal aspects regarding downloading speed
and data entering. He said that each time
he needs to long into his account, he has
to enter his full information.
Moutaz Abu Haijalah sees that the app
is excellent and agrees with Ibrahim and
Users complain about slow downloading, asking
for smart channel to respond to complaints
DEWA users
give it five-star ratings
D
ubai Electricity & Water Authority
(DEWA) app users n mobile phones
and tablets considered the app to be one
of the best smart apps of government
agencies in the UAE, attributing that to the
comprehensive services it features.
I didn’t have to
go to the cus-
tomer service
center thanks
to the app
The app allowed
me to monitor
consumption; we
want a solution
to the data regis-
tration problem
Mohammed Shahid
Mohammed Ibrahim
Survey
