SEWA – Sharjah Electricity & Water Authority or Sharjah Electricity, Water & Gas Authority is a government organization responsible for energy production, management and distribution. Along with that, the SEWA is also responsible for providing uninterrupted water and gas (natural piped gas) supply to the millions of residents and consumers in the Emirate of Sharjah. SEWA was formally known as Sharjah Electricity & Water Resources Co. and later the owner of the company was transferred to the government of Sharjah. Since its inception, the SEWA has witnessed tremendous expansion and huge growth. SEWA is also known for its great reputation due to the best services and customer care, in the country and all over the GCC. Sharjah Electric & Water Authority is also considered to be among the pioneers in the GCC to adopt highly advance technological solutions for the betterment of their customers.
Having such a remarkable reputation in the region is not an easy task, it requires continuous upgrades, innovation and technology integration to stay at the top. SEWA is always one step ahead of others in caring for their customers, in the past few years, SEWA has implemented a lot of advanced technologies to improve their operational capabilities and service quality. The customer support and complaint department are always seeking new ways and innovations to improve their service quality. Recently SEWA has decided to implement a digital authorization system, the main objectives of the system were to improve the service quality, reduce the service delivery and complaint resolving time and to minimize the manual processing to reduce human error and unnecessary delays.
RSI Concepts was awarded the tender to provide an advance and innovative technological solution. The project was named “Digital Authorization System”. We have successfully completed and implemented the system and the project team and senior management at SEWA was very much pleased with the results and accomplishments of our Digital Authorization System. The main mechanics of the system is that it automates everything, and rather than a file is moving from manual paperwork or email from relevant departments, it is moving completely electronically with completely electronic/digital approval and procedures. No paperwork is involved at any step.
For example, if a customer came for a correction in the bill or reporting an electrical or water supply issue, the customer support agent will immediately take down all the details and enter them into the system, then the system will automatically push the details to the concerned person, if the concerned manager wants to mobilize a team to the site, the file will be forwarded to the technical side, and so on and so forth. At each step, the manager has the authority to notarize the file electronically and the next manager or concerned person will receive the file with the e-signatures of the previous team.
This is just a small example of the Digital Authorization System’s working. SEWA has witnessed significant improvements in all the relevant departments and processes. The automation, digital approval, digital workflow and immediate updates make the process super-fast and more reliable. The Digital Authorization System not only makes the process fast but it also saves a lot of work hours required to push the files manually either from the paperwork or from the emails. Everything is logged, records are maintained automatically, tracking, retrieving record and updating statuses and everything else can be done within minutes from the computer. This also relieves the staff and improve their efficiency.
Here are the remarks of our Project Manager, Mr Shehzad Asghar:
“It was a huge project, the requirement gathering sessions were intense, but once we formulated the scope, the progress was great. All the functionalities were designed precisely as per the requirements. The controlling panel is also simple and easy-to-manage, the administrator can easily change the rules, set the policies, modify the workflows, and view the logs and activities. This makes it a very unique and user-friendly solution. In future, if the SEWA would require to modify any existing policy or maybe they want to implement a completely new policy that can be done from the admin control panel, within minutes. Overall the system is a remarkable piece of technology.”
The flexibility and adaptation of any digital tool is the most important feature. Especially in such requirements, where the customers may require to modify their policies or workflows, or approval and authorization processes, having complete control of every aspect of the functionality is crucial. This is why at RSI Concepts, we always recommend our customers to opt for a customized solution rather than any off-the-shelf or ready-made solution. We are very much pleased to see our customers happy, we will hope for more future collaborations with SEWA – Sharjah Electricity & Water Authority.
Check this out: Mobile Application Development for SEWA by RSI Concepts