Etihad Water and Electricity Advances Digital Roadmap to Enhance Customer Experiences ……..

Etihad Water and Electricity Advances Digital Roadmap to Enhance Customer Experiences for nearly 1.3 Million Persons in the Northern Emirates of the UAE

ABU DHABI, United Arab Emirates — 29August2021—Etihad Water and Electricity (EtihadWE, formerly known as FEWA for Federal Electricity and Water Authority) announced today it is embarking on the next phase of its digital transformation journey with global technology company SAP to optimize experiences for more than 1.3 million persons in the UAE.

As part of its digital transformation roadmap, EtihadWE will move all its business process workflows to SAP cloud in the UAE. This will help EtihadWEto achieve better levels of customer experience, optimize asset management and additional business processes, whilst promoting environmentally sustainable development.

Owned by the Emirates Investment Authority, EtihadWE, whichprovides electricity and desalinated water to the Northern Emirates, has already installed 30,000 smart meters, with the goal of installing 350,000 meters in the near future.Customers will be gaining real-time information and proactive alerts on consumption levels.

“Etihad WE seeks to become global leader and achieve the highest levels of excellence, which means having the best in class digital foundation to optimize operations, employee and customer experiences,” said H.E. Mohammad Mohammad Saleh, Director-General of EtihadWE. “Thanks to our digital transformation with SAP, we can use real-time data to enhance customer satisfaction, manage assets & network optimally, increase automation, enhance employee experience & productivity, achieve economic growth, and support environmental sustainability.”

As part of the transformation, EtihadWEwill transition from the current SAP business suite to S/4HANA on SAP cloud, leveraging in-built artificial intelligence (AI) and machine learning (ML) capabilities.The organization will also be improving asset management, Human Resources and procurement business processes leveraging SAP solutions targeted at these key business process, and SAP’sBusiness Technology Platform.

EtihadWE will use SuccessFactors and Qualtrics to improve employee experience, Intelligent Asset Management to optimized maintenance strategy and operations, SAP Ariba solutions to automate and optimize procurement, SAP Fieldglass solution to manage third party vendors, and other innovation solutions.The SAP Fiori modern user experience ensures familiarity across applicationsand will continue delivering enhancements to productivity.

Back in April 2020, EtihadWEannounced that it was the first entity in the region installing a two-tier advanced metering infrastructure system using SAP solutions.

“EtihadWE’s digital transformation shows how an Intelligent Enterprise can reinvent electricity and water provision to enhance the lives of hundreds of thousands of customers,” said Zakaria Haltout, Managing Director, SAP UAE. “We will continue to align with their executive management on a digital transformation roadmap that can meet business needs, deliver cost savings, and return on investment.”

In the longer-term future, EtihadWE aims to adopt further solutions leveraging AI, ML, and the Internet of Things (IoT); such as intelligent asset management and advanced Finance solutions.

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About SAP

SAP’s strategy is to help every business run as an intelligent enterprise. As a market leader in enterprise application software, we help companies of all sizes and in all industries run at their best: 77% of the world’s transaction revenue touches an SAP® system. Our machine learning, Internet of Things (IoT), and advanced analytics technologies help turn customers’ businesses into intelligent enterprises. SAP helps give people and organizations deep business insight and fosters collaboration that helps them stay ahead of their competition. We simplify technology for companies so they can consume our software the way they want – without disruption. Our end-to-end suite of applications and services enables business and public customers across 25 industries globally to operate profitably, adapt continuously, and make a difference. With a global network of customers, partners, employees, and thought leaders, SAP helps the world run better and improve people’s lives. For more information, visit

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