In a landmark initiative aimed at enhancing digital transformation across the UAE, the Sharjah Electricity, Water, and Gas Authority has unveiled an upgraded version of the virtual assistant “Naffah.” This innovative digital solution is designed to improve the quality of government services and exemplifies the Authority’s commitment to implementing cutting-edge artificial intelligence technologies. “Naffah” not only redefines the customer service experience in Sharjah but also sets a new standard for the entire nation.
Revolutionizing Digital Services
Dr. Hussein Al-Askar, Director of Customer Service, emphasized that “Naffah” represents a significant leap in the realm of digital services. It has been meticulously designed to provide a comprehensive user experience that reflects the Authority’s dedication to global best practices in customer engagement. The new version of “Naffah” currently offers nearly 90% of customer service management operations digitally, encompassing around 40 diverse services. Some tasks are executed entirely without human intervention, while others are completed in collaboration with staff, ensuring high flexibility in service delivery and heightened customer satisfaction.
Advanced Features and Capabilities
“Naffah” operates using advanced artificial intelligence, machine learning, and robotic process automation (RPA) technologies, allowing it to perform sophisticated functions. These include inquiries about bills, payment processing, requests for electricity, water, and natural gas connections, account opening or closure, updating customer details, tracking service requests, and reporting emergency issues. The system provides immediate solutions around the clock, ensuring accessibility from any location.
Acknowledgment and Recognition
The Authority’s dedication to developing the virtual assistant has resulted in numerous prestigious awards both regionally and internationally. Noteworthy accolades include the Best Digital Transformation Award at the GovInsider Innovation Festival in Singapore and the Customer Service Excellence Award across the Gulf Cooperation Council (GCC). These recognitions underscore the Authority’s position as a pioneering governmental entity in innovation and digital service enhancement.
Technical Integration and Operational Efficiency
Khalid Dheab, a consultant in customer service operations, highlighted the technological integration between “Naffah” and the internal and external (SAP) systems via the website and mobile application. This integration has enabled the automation of a significant portion of the Authority’s interactive services, drastically improving operational efficiency and reducing processing times. For instance, services like bill installment applications, which previously took 30 to 60 days, can now be completed in just 60 seconds. This transformative leap has significantly elevated customer satisfaction and trust in the digital services provided by the Authority.
“Naffah” has transcended its role as a mere digital tool for service delivery. It has evolved into a symbol of governmental innovation within the community—a benchmark for digital transformation across the UAE and the region. Combining efficiency, speed, and accuracy, “Naffah” reflects the Authority’s steadfast commitment to achieving the highest quality standards and leadership in customer service.