TLDR: The Sharjah Electricity, Water and Gas Authority (SEWA) has received the ‘Revolutionary Digital Transformation in Customer Services’ award at the 21st Asian Power Awards 2025. This recognition highlights SEWA’s innovative approach to customer experience, particularly through its ‘Nafaa’ virtual assistant, which leverages artificial intelligence and machine learning.
The Sharjah Electricity, Water and Gas Authority (SEWA) has achieved a significant milestone, securing the ‘Revolutionary Digital Transformation in Customer Services’ award at the prestigious 21st Asian Power Awards 2025. Often referred to as ‘the Oscars of the energy industry in Asia,’ the awards ceremony took place in Kuala Lumpur, Malaysia, on October 27, 2025, drawing government leaders, experts, and representatives from major regional and international energy and smart technology institutions.
Dr. Hussein Al Askar, Director of the Customer Service Department at SEWA, led the official delegation in receiving the esteemed accolade. He emphasized that this award is a testament to the Authority’s unwavering commitment to innovation and smart transformation, further solidifying the Emirate of Sharjah’s and the UAE’s leadership in artificial intelligence, streamlined procedures, and delivering exceptional customer experiences.
This achievement marks a historic first for SEWA and represents the second time the UAE has been recognized in this specific category, following TRANSCO Abu Dhabi’s win in a previous cycle. The success underscores SEWA’s dedication to the UAE Vision 2031, which places digital transformation and artificial intelligence at the forefront of sustainable government operations designed to benefit both humanity and society.
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SEWA earned this prestigious award for its groundbreaking project focused on the comprehensive digital transformation of the customer experience. This initiative, spearheaded by the Customer Service Department, aimed to unify services and simplify procedures through advanced smart platforms and the introduction of the ‘Nafaa’ virtual assistant. ‘Nafaa’ stands out as the first virtual assistant of its kind in the public services sector across the Middle East and Africa. It offers services in both Arabic and English, integrating three cutting-edge technologies: Robotic Process Automation (RPA), Artificial Intelligence (AI), and Machine Learning (ML).
