Latest news with #CustomerServiceDepartment
Sharjah 24
a day ago
- Business
- Sharjah 24
SEWA launches the enhanced "Nafa'a" AI virtual assistant
Dr Hussein Al Askar, Director of the Customer Service Department, praised "Nafa'a" as a watershed moment in the UAE's digital services sector. The assistant now performs around 90% of customer support duties digitally, encompassing 40 different services—some totally automated without human intervention and others in collaboration with staff—ensuring flexibility, improved customer happiness, and service efficiency at world-class levels. AI-powered functionality and 24x7 support "Nafa'a" manages tasks such as asking about bills and making payments, connecting electricity, water and gas, opening or closing accounts, updating customer and property information, tracking service requests, identifying outage causes, reporting emergencies; and providing quick solutions—all of which are available 24/7 from any location. Awards and International Recognition SEWA's efforts to produce "Nafa'a" have received significant honours, including the Best Digital Transformation Award at the GovInsider Innovation Awards in Singapore and the GCC Customer Service Excellence Award, cementing the company's image as a leader in innovation and digital services. Integration and increased operational efficiency Khalid Dhiab, Customer Service Operations Consultant, stated that integrating "Nafa'a" with internal and external SAP systems via the website and mobile app allowed for broad automation, significantly lowering processing times. For example, the system can now execute bill instalment requests in 60 seconds, compared to 30–60 days previously. A symbol of government innovation According to SEWA, "Nafa'a" has transformed from a digital tool to a symbol of government innovation in community service, setting a standard for digital transformation in the UAE and across the region by combining efficiency, speed, and precision.
Sharjah 24
08-05-2025
- Business
- Sharjah 24
SEWA wins 5 awards in customer experience across GCC
Dr. Hussein Al-Askar, Director of Customer Service at the Authority, emphasised that this recognition underscores the Authority's steadfast commitment to achieving excellence and sustainable innovation in delivering smart government services. It also strengthens Sharjah's position in the realms of digital transformation and customer experience. Among the accolades received, Abdullah Abdulrahman Al-Shamsi, the Director General of the Authority, was awarded the title of Best Leader in Improving Customer Experience. This honor reflects his leadership in advancing digital transformation and innovation while fostering a culture of institutional excellence. Additionally, the Authority received the Gold Award for Best User Experience, acknowledging its efforts in providing a smart and streamlined customer journey through cutting-edge digital technologies that enhance service quality and satisfaction. Another notable recognition was the Gold Award for Best Use of Artificial Intelligence, awarded for the activation of the virtual assistant "Nafa," which has automated over 90% of the Authority's services. This achievement has significantly improved operational efficiency and the overall customer experience. The Authority also received the Gold Award for Best Government Digital Transformation, celebrating its leadership in developing an integrated government digital system, competing with various governmental institutions throughout the UAE and the GCC. Furthermore, the Authority was honored with a Bronse Award for Innovation in Customer Service, recognising its development of smart interactive solutions that ensure proactive responses to customer needs and maintain high-quality service delivery. Khaled Youssef Diab from the Customer Service Department remarked that these awards mark a significant addition to the Authority's achievements, conveying a clear message that true excellence transcends local boundaries to create a regional impact that reflects the stature of Sharjah and the UAE. He highlighted that the Authority's success in this year's competition against governmental entities and major institutions from various Gulf countries affirms its leadership in digital transformation and the effective use of artificial intelligence to enhance customer experience, positioning it as a model for improving government service quality.
