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Dubai Electricity & Water Authority - Executive of the Year

Gold Stevie Award Winner 2016, Click to Enter The 2017 Stevie Awards for Sales and Customer service

Company: Dubai Electricity & Water Authority, United Arab Emirates
Company Description: DEWA (Dubai Electricity & Water Authority) is the sole supplier of electricity and water in Dubai, it serves more than 750,000 customers with uninterruptible supplies 24x7. DEWA have 14 Customer Happiness Centers that are distributed across Dubai.
Nomination Category: Management Categories
Nomination Sub Category: Executive of the Year - Utilities

Nomination Title: Marwan Bin Haidar, EVP Innovation and The Future

Tell the story about what this nominated executive has achieved since 1 January 2016 (up to 650 words). Describe the impact he or she has had on your organization. Focus on specific accomplishments, and relate these accomplishments to past performance or industry norms.

With over 20 years of experience in utilities, Marwan has accumulated impressive achievements that contributed and contributing toward making Dubai the smartest and happiest city in the world.by ensuring the alignment of DEWA Digitsl Transformation Strategy with national and corporate strategies.

Marwan’s vision in transforming DEWA into a Digital Utility to solidify its pioneering position in the future and his role as EVP of Innovation and The Future, he set a mission of building a culture of Innovation and self-disruption approach which has been translated into many key strategic initiatives and achievements such as:

Disruptive Technologies:

leading DEWA’s 10X program That aims at transforming DEWA into a digital utility by embedding disruptive technologies such as IoT (Internet of things), AI (Artificial Intelligence), Block-Chain, robotics and 3D Printing in it’s operations.

As EVP of Innovation and The Future at DEWA, Marwan led DEWA’s Sponsoring of innovative startups during three cycles of Dubai Future Accelerators program, Seeking to reduce consumption and increase efficiency in production of renewable energy, DEWA’s accelerator includes a number of projects such as solar-powered cooling systems, which stand to cut energy consumption in the cooling sector by 30 per cent; and a project seeking to use artificial intelligence to analyze energy consumption levels of any household appliance and guides homeowners to reduce it. DEWA signed 6 MOUs for 6 pilots projects till now. Total of 6 pilot costs of AED 5million roughly $1.4mn.
Marwan has led the launch of “Rammas” artificial intelligence service in both Arabic and English, which acts as a virtual employee that is available 24/7 through the smart app to answer customers’ enquiries. Where DEWA is considered one of the first government entities to use such technology, Rammas received more than 250,000 Queries since it’s launch in January 2017.

He also introduced AI to harness the cyber security capabilities ,where DEWA is the first government entity to establish a 24/7 cyber defense center with integrated AI for user behaviorthus eliminating the possibility of security breaches.

He also oversees DEWA’s Open Data program, where 100% of the data were calssified, and 168 Data Sets were grouped and 100% adherence to publishing and sharing data as per Dubai Data institute plans.

Innovation:

Marwan led DEWA’s efforts to instigate innovation from all stakeholders through:

Free Electron Program: a global energy accelerators programme to identify solutions to meet future global energy needs. the cooperation between 8 leading global utilities and 25 of the largest clean energy accelerators in the world. it has a budget of USD 1 million, The programme provides 12 international start-ups with the opportunity to explore and develop innovative solutions in energy through accelerators.

DEWA Hackathon competitions: DEWA employees and 150 students from more than 30 universities in the UAE participated to generate innovative solution.

Shams Dubai Solar Rollers competition: DEWA organized the Shams Dubai Solar Rollers competition with American company Solar Rollers. which is organized for the First-time outside USA aims to encourage UAE students to design, build, test, and race solar-powered and remote-controlled cars.

Happy Customers:

Marwan launched the Future Services Center which has been designed to engage customers in developing and improving DEWA services by utilizing latest technologies such as eye-trackers, robotics, and CDMs.

Leading DEWA Customer Experience Transformation initiatives focusing on enhancing customer experience across all services, channels and touch points such as digital migration, Data quality and Targeted Communication which will have positive impact on cost reduction (~25M aed), digital adoption increase to achieve 80% and raise customer satisfaction to achieve 98%.

This led to achieving 73% in customer’s adoption of smart\electronic service till date and aiming to hit the 80% target by the end of 2017 over achieving government target of 80% in 2018. achieved 91.71% of customer satisfaction about DEWA’s website in 2016 hitting more than 8% increase.

Abatement of 18k Tons of CO2 in 2016 and savings of 205MAED for DEWA and customers.

In bullet-list form, briefly summarize up to ten (10) of the chief accomplishments of this nominated executive since the beginning of 2016.

-developing DEWA’s Innovation strategy, policy and framework,acquire the European standard in Innovation management TS16555-1.
-Winning 36 regional and international awards such as three Stevie awards in 2016.
-Winning the prestigious Dubai Government Excellence Program for the distinguished government entity and best Innovative government entity2017.
-Enhanced customer’s adoption of smart services to over 73% ahead of other government entities, achieved 100% automation of processes related to smart\electronic services and 100% services availability.
-Launching of innovation crowdsourcing platform “EBTIKARI” for external stakeholders.
-Led the enhancement of internal idea management system “AFKARI” and led DEWA to be the 1st Gov. Entity In Dubai to implement an interactive idea platform from Hype Software and achieved 75% Engagement rate increase in the new system.
-Won 25 international Innovation awards in prestigious competitions such as USA ideas, Germany ideas.
-led Customer Experience Transformation program achieving cost reduction (~25MAED)and raise customer satisfaction.