The Sharjah Electricity, Water, and Gas Authority (SEWA) has achieved a major regional milestone by securing five prominent awards at the 2025 Gulf Customer Experience Awards (GCXA™), held in Dubai. This remarkable recognition not only places SEWA among the top-performing government service institutions in the Gulf region but also reflects the organization’s unwavering commitment to delivering innovative, customer-first services powered by cutting-edge digital transformation and artificial intelligence.
A Landmark Achievement for Customer-Centric Governance
SEWA’s victory across multiple categories is a testament to its vision of becoming a future-ready utility service provider. The awards were conferred in recognition of SEWA’s outstanding performance in elevating user satisfaction, fostering organizational excellence, and leveraging smart technologies to provide seamless services to the residents and businesses of Sharjah.
The five awards won by SEWA include:
- Best Leader in Improving Customer Experience – Awarded to SEWA’s Director General, Abdullah Abdulrahman Al-Shamsi, for his visionary leadership and strategic foresight in enhancing service quality and customer satisfaction through digital innovation.
- Gold Award for Best User Experience – Recognizing the Authority’s comprehensive efforts in streamlining customer interactions, making them more intuitive, accessible, and impactful.
- Gold Award for Best Use of Artificial Intelligence – Honoring the successful deployment of the virtual assistant “Nafa”, which has automated over 90% of the Authority’s services, drastically improving operational efficiency and service responsiveness.
- Gold Award for Best Government Digital Transformation – Celebrating SEWA’s holistic approach to digitizing services and creating an integrated, agile, and data-driven environment across its platforms.
- Bronze Award for Innovation in Customer Service – Acknowledging the Authority’s adoption of smart, interactive tools that predict customer needs and facilitate personalized service delivery.
Digital Innovation at the Core of SEWA’s Success
The cornerstone of SEWA’s customer service evolution lies in its focus on digital transformation. Through the strategic implementation of artificial intelligence, automation, and smart interfaces, SEWA has revolutionized how customers interact with utility services.
One of the standout achievements contributing to the awards was the launch and widespread success of “Nafa”, SEWA’s virtual assistant. Nafa has significantly improved service accessibility by managing inquiries, processing payments, and resolving complaints without the need for human intervention. This automation has enabled SEWA to serve a growing customer base more efficiently, reducing wait times and increasing resolution speed.
Additionally, SEWA has redesigned its user interface and mobile applications to provide a more user-friendly, seamless digital journey for its customers. The updated digital platforms now offer real-time usage tracking, instant bill payments, service requests, and AI-based suggestions tailored to each user’s consumption patterns.
Leadership That Drives Change
SEWA’s Director General, Abdullah Abdulrahman Al-Shamsi, was honored with the “Best Leader in Improving Customer Experience” award. His leadership has been instrumental in reimagining SEWA’s service landscape. Under his stewardship, SEWA has transitioned from a traditional utility provider into a digitally empowered public service institution with a strong emphasis on sustainable innovation and customer satisfaction.
Speaking about the awards, Al-Shamsi said: “These accolades are not just an acknowledgment of SEWA’s efforts—they reflect the vision of Sharjah’s leadership to create institutions that are proactive, innovative, and truly centered around the people they serve. We are proud to be shaping the future of utility services in the region.”
Al-Shamsi emphasized the Authority’s continuous dedication to training its workforce, investing in next-generation technologies, and responding swiftly to community needs. He also acknowledged the collaborative efforts of all departments within SEWA, whose dedication to excellence made these awards possible.
Recognition from Regional Experts
The Gulf Customer Experience Awards is a premier platform that honors excellence in customer service and experience across various industries in the GCC. Each year, the awards draw hundreds of submissions from government and private entities alike. Winning multiple categories in such a competitive environment is a clear sign of SEWA’s leadership and innovation in public service delivery.
Dr. Hussein Al-Askar, Director of Customer Service at SEWA, highlighted the strategic importance of the awards, saying: “Winning across five different categories reaffirms our position as a pioneer in the region. It is a reflection of the deep-rooted culture of service excellence that permeates every layer of SEWA. We are not only improving operational metrics—we are creating meaningful experiences for our customers.”
Customer-Centric Vision for the Future
SEWA’s recent achievements are part of its long-term vision to create a smart, sustainable, and customer-focused public utility model. The Authority is currently exploring new frontiers in energy management, predictive maintenance, smart grids, and green innovation—all designed to create added value for its stakeholders.
Plans are underway to enhance SEWA’s AI capabilities further, including the integration of multilingual support in its virtual assistant, real-time video customer service channels, and blockchain-enabled billing systems for added transparency and trust.
In addition to technology, SEWA is investing in community engagement programs aimed at educating residents about energy conservation, sustainable practices, and the importance of responsible consumption. These efforts not only improve customer satisfaction but also contribute to broader sustainability goals.
Setting a Benchmark for GCC Public Services
SEWA’s victory at the GCXA™ is not just a win for Sharjah—it sets a benchmark for public service excellence across the GCC. By demonstrating that government entities can match, and even exceed, private sector service standards, SEWA is contributing to a new narrative in public administration—one that places the citizen at the center of innovation and progress.
Khaled Youssef Diab from the Customer Service Department noted: “This recognition sends a powerful message across the region. When we place the customer at the heart of our strategy and invest in the right technologies, we can achieve excellence on a global scale. SEWA’s success is a call to action for other institutions to reimagine the way they serve the public.”
Conclusion: A Future Built on Trust, Innovation, and Service
As SEWA looks ahead, the Authority is committed to maintaining its momentum by continually adapting to the evolving expectations of its customers. These five awards are not only symbols of past success but also catalysts for future innovation.
The journey doesn’t end here. SEWA’s strategic roadmap for the next five years includes initiatives to deepen community engagement, expand sustainable energy projects, and pioneer new service delivery models that blend automation, empathy, and data-driven insights.
In an era where customer expectations are constantly evolving, SEWA’s bold strides in innovation, leadership, and user experience position it as a role model not just for the UAE, but for the entire GCC region. With technology as its backbone and customer satisfaction as its compass, SEWA is paving the way for a smarter, more responsive, and more inclusive future.
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