SEWA Sets a New Standard in Customer Service Excellence with Five GCC Awards
In a remarkable achievement that underlines its pioneering spirit and unwavering commitment to public service, the Sharjah Electricity, Water, and Gas Authority (SEWA) has secured five prestigious awards at the 2025 Gulf Customer Experience Awards (GCXA™). This milestone marks a major leap for SEWA, placing it among the leading organizations in the region that are redefining how customer experience is delivered in the government and utility sectors.
Held annually, the Gulf Customer Experience Awards celebrate innovation, leadership, and best practices in customer service across the Gulf Cooperation Council (GCC) countries. The 2025 edition brought together a wide range of entities from government departments to private enterprises, all competing to showcase how they enhance and elevate customer engagement. In such a highly competitive arena, SEWA’s success in winning five Gold Awards is not only a moment of celebration but also a reflection of a deep-rooted institutional culture of excellence and innovation.
The Awards That Marked SEWA’s Triumph
SEWA emerged victorious across five key categories, each one highlighting a different facet of its integrated and user-focused service strategy.
- Best Digital Transformation in Government (Gold Award)
SEWA’s digital transformation journey has been nothing short of revolutionary. With a vision to become a smart and sustainable utility provider, the authority has digitized the majority of its operations, ranging from bill payments and service applications to customer interaction and technical support. The result is a system where customer convenience, data accuracy, and operational efficiency converge seamlessly. The Gold Award in this category acknowledges SEWA’s ability to transition from traditional service models to a fully digital, customer-empowered experience. - Best User Experience (Gold Award)
Recognizing the importance of intuitive design and ease of access, SEWA has invested significantly in revamping its digital platforms. Whether through its website or mobile applications, customers can now perform a range of tasks in just a few clicks. The user interface is not only aesthetically pleasing but also built with inclusivity in mind, catering to a diverse population with varied technological proficiency. Winning this award underscores SEWA’s customer-first approach in digital design and functionality. - Best Use of Artificial Intelligence (Gold Award)
Artificial intelligence (AI) is at the core of SEWA’s operational enhancements. The authority introduced “Nafa,” a smart AI-powered virtual assistant that handles more than 90% of SEWA’s customer service requests. From account management to service queries and outage notifications, Nafa offers real-time responses, learning from each interaction to become smarter over time. This AI integration has significantly reduced response time, cut down on human error, and improved customer satisfaction rates. - Best Innovation in Customer Experience (Gold Award)
Innovation is embedded in SEWA’s DNA. The organization has continuously explored new ways to meet customer needs by adopting emerging technologies such as IoT, predictive analytics, and blockchain for operational transparency. Its latest initiatives include personalized consumption reports, real-time service tracking, and predictive maintenance alerts—all designed to make utility management easier and smarter for end-users. This award reflects SEWA’s proactive mindset and willingness to go beyond standard utility services to create exceptional value. - Best Government Digital Transformation (Gold Award)
In a category that celebrates holistic digital evolution in the public sector, SEWA stood out for its comprehensive, inclusive, and scalable digital infrastructure. From internal workflow digitization to external stakeholder management, the authority has created a full-spectrum ecosystem that benefits not only customers but also employees, contractors, and government regulators. It is a transformation that enhances productivity, reduces administrative burden, and improves service reliability across the board.
Leadership Behind the Vision
At the heart of SEWA’s success lies visionary leadership that has championed innovation and placed customers at the center of all operations. Abdullah Abdulrahman Al-Shamsi, Director General of SEWA, was also honored individually at the GCXA™ 2025 as the Best Leader in Improving Customer Experience. His hands-on leadership style and commitment to continuous improvement have made a tangible impact on how SEWA operates today.
Under his guidance, the authority has made strategic investments in smart technology, staff training, and public engagement. Al-Shamsi’s leadership embodies the spirit of modern governance—efficient, empathetic, and future-ready. His award serves as a personal recognition but also symbolizes the collective effort of the entire SEWA workforce in driving transformative change.
Dr. Hussein Al-Askar, Director of Customer Service at SEWA, also played a pivotal role in shaping the organization’s customer experience strategy. In a statement, he emphasized that these awards are not the end goal but a marker of ongoing progress. “We are proud of the recognition, but our mission continues,” he said. “Our goal is to keep evolving, learning, and exceeding the expectations of our customers.”
Partnerships That Power Progress
One of the pillars of SEWA’s success is its collaboration with Smart Energy Water (SEW), a global leader in digital platforms for energy and water providers. Through the integration of SEW’s platforms—SmartCX, SmartWX, and Smart AI Chatbot—SEWA has been able to deliver intelligent and hyper-personalized services.
These platforms empower customers to manage their utility consumption, access support, and provide feedback—all from their smartphones. On the workforce side, SmartWX enables field technicians and support staff to manage work orders, route optimization, and on-site customer engagement. The result is a 360-degree digital experience that is efficient, engaging, and empowering.
Community Impact and Regional Influence
Beyond the technical accolades, SEWA’s recognition holds profound implications for the broader community and the region at large. As a utility authority, SEWA touches every household and business in Sharjah. Its innovations in customer service not only improve convenience but also help promote sustainability by encouraging responsible resource usage.
SEWA’s success also places Sharjah on the regional map as a hub of innovation and excellence in public service delivery. In a competitive region where cities and states are racing to digitize and modernize, SEWA has proven that effective transformation is not just about technology—but also about vision, strategy, and execution.
Khaled Youssef Diab from SEWA’s Customer Service Department summed it up aptly when he said, “Excellence in service must extend beyond borders. Our aim is not just to raise standards locally but to inspire transformation across the region. These awards reflect the potential Sharjah and the UAE have in shaping the future of public utilities.”
Looking Forward
As SEWA celebrates its wins, the authority is far from complacent. The future roadmap includes further adoption of emerging technologies such as machine learning, blockchain for smart contracts, and the integration of smart meters with real-time billing systems. SEWA is also exploring augmented reality (AR) applications for training and customer support.
The focus remains clear: to deliver not only utilities but also trust, reliability, and forward-thinking services that evolve with the needs of customers.
Conclusion
SEWA’s remarkable performance at the 2025 Gulf Customer Experience Awards is a defining moment that sets the benchmark for public utilities across the region. Winning five Gold Awards and being recognized for leadership excellence are not just accolades—they are a reflection of SEWA’s culture of innovation, accountability, and customer commitment.
Through visionary leadership, strategic partnerships, and relentless focus on digital transformation, SEWA has proven that government entities can lead the way in customer experience. As the authority continues to innovate, inspire, and serve, it sends a clear message: in Sharjah, excellence is not a goal—it is a standard.
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