Case Study: Sharjah Electricity & Water Authority achieves reduced environmental impact and increased customer satisfaction with Oracle Utilities Customer Care and Billing

SEWA Reduces Environmental Impact with Oracle Customer Care and Billing System

Sharjah Electricity & Water Authority (SEWA) provides electricity, water and gas to residents and businesses across Sharjah. Facing rapid population growth and rising utility demand, SEWA sought to advance sustainability and customer service by reducing paper billing and CO2 emissions, enabling online payments to cut travel and long queue times, improving forecasting, and giving staff a unified 360-degree view of customers.

SEWA deployed Oracle Utilities Customer Care and Billing with Oracle Consulting and Meter Data Management to digitize billing and payments. The solution delivered 99% electronic bills since January 2017, cut billing costs by 80.5%, increased online payment collection by 80%, and raised online adoption to 30% (a 291% increase versus 2015), while reducing queues, improving customer satisfaction and service response times, strengthening data security, and supporting SEWA’s sustainability goals.

Sharjah Electricity & Water Authority

Rashid Alleem

Chairman