The Sharjah Electricity, Water, and Gas Authority has reached a significant institutional milestone by winning the prestigious Asian Power Award for the second consecutive year. This accolade recognises it as the best energy facility in the digital transformation category in the United Arab Emirates. The award was announced during a gala event held in Kuala Lumpur, Malaysia, showcasing intense competition among various energy and utility organisations across Asia.
This achievement underscores the Authority’s ongoing commitment to development and improvement in digital transformation, innovation, and the enhancement of customer experience. Since the inception of its digital transformation programme up to August 2026, the Authority has successfully completed over 735,000 digital transactions through its smart services. Notably, the digital transformation rate in customer service management has reached approximately 95%, while automation levels in selected processes have approached nearly 90%.
Support and Vision Behind the Achievement
Dr. Hussein Alaskar, Director-General of Customer Services at the Sharjah Electricity, Water, and Gas Authority, stated that achieving this prestigious award for the second straight year reflects the robust support received from senior management in the Authority’s development journey. He praised the efforts of the teams that are continuously striving for genuine digital transformation that transcends mere service digitisation, focusing instead on redesigning the customer journey to make it more straightforward, quicker, and more flexible.
“Winning this award again boosts our efforts and serves as an incentive to continue our development,” he emphasised. “In recent years, the Authority has adopted a strategy that shifts from merely digitising traditional procedures to a comprehensive redesign of the customer journey, aligning our services with the UAE’s directions and Sharjah’s aspirations for digital government, artificial intelligence, simplifying procedures, and eliminating bureaucratic hurdles.”
Clear Strategy Towards Digital Transformation
Khalid Thiab, a customer service operations consultant at the Authority, elaborated on the clarity and specificity of the organisation’s digital transformation strategy. He stressed the importance of not digitising bureaucracy but rather eliminating unnecessary procedures throughout the customer journey. “If data is available digitally, we should not require it again. If a service can be completed electronically, there’s no need for the customer to visit a service centre,” he noted. Ultimately, the goal is for customers to feel the difference, rather than simply seeing a new digital channel.