Transformation
Middle East
Smart Metering Programme
Dubai Utility (DEWA partner programme) Dubai, United Arab EmiratesSep 2016 — Mar 2018
Business analysis lead for a smart metering and customer-billing transformation across a major Dubai utility partner programme.
Utilities
IoT
Billing
Operations
Cloud
Context
The utility was rolling out smart meters to support consumption transparency and demand-side management, but lacked the back-office systems to process the new data volumes.
Challenge
Re-engineer billing, exception handling, and customer comms to absorb 30-minute interval data from 220k meters without breaking SLAs.
Role
Lead Business Analyst — billing, exceptions, and customer experience.
Actions taken
- Mapped meter-to-cash flow across 7 systems and 4 vendor boundaries
- Defined exception taxonomy and rules engine reducing manual handling
- Designed customer portal flows for usage insights and dispute handling
- Led UAT across 11 release waves and stabilisation
Impact
Onboarded 220,000 smart meters
- 220,000 smart meters onboarded across phased waves
- Billing exceptions reduced 64%, freeing 22 FTE from manual handling
- Programme ROI achieved in 22 months vs. 36-month business case
- Customer portal adoption: 41% of residential base within 12 months
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