Empower initiates remote work policy and ensures uninterrupted services to customers

E-channels and Smart Apps to process transactions

Parallel Working Environment (PWE) technology enables an intelligent and comprehensive monitoring of 100 district cooling plants

Emirates Central Cooling Systems Corporation (Empower), the world’s largest district cooling services provider, announced a successful launch of the "remote work" initiative, in response to the preventive actions taken by the government, in order to ensure the safety of employees and customers as well as their families. The initiative was launched as part of the concerted community efforts to reinforce the intensive precautions being taken in Dubai and all over the Emirates, in support of the "Stay Home" campaign, in the face of global developments related to the Corona virus - COVID 19 pandemic.

Empower stressed that enabling the company's employees to work remotely, reflects its firm commitment to protecting the safety and health of its teams and their families, as well as maintaining customers' health as a top priority for the organization in every case, and as a key factor for sustainable success.

Empower confirmed that this precautionary measures will not have any impact in the level of service provided to more than  120,000 customers and beneficiaries in all areas of Dubai, as company’s district cooling services are automated by advanced smart systems and technologies that are fully capable of satisfying the requirements of its customers and partners.

As per Empower's policy for the ongoing circumstances, the customer service center at the Company's headquarters in Jumeirah Street will remain open during the normal business hours, while the rest of customer service centers in other areas will be kept closed until a further notice. The service in the main office will be limited to dropping new registration applications only, and the applicants will be contacted by phone or email to complete the process on their applications.

"Today, Empower is reaping the fruits of its past years efforts that included developing various channels to enable customers to complete their transactions remotely through Empower's smart platforms that save their time, effort and money. We started providing our smart services years ago, in line with the Dubai Paperless Strategy, which aims to transforming Dubai Government into a fully digital government by 2021. Our new initiative also reflects Empower's keenness to achieving the goals of Dubai Smart Initiative to make Dubai the smartest and happiest city in the world", said Ahmad bin Shafar, CEO of Empower.

Bin Shafar added: "Empower has enhanced the efficiency of its operations by integrating the intelligent Command Control Centre (CCC) with the new Parallel Working Environment (PWE) technology, which enables the teams to monitor more than 100 cooling plants in Dubai at the same time. The new technology, serving as a completely independent backup of the CCC, provides holistic smart remotely monitoring of all the operations of Empower plants in Dubai to ensure smooth, reliable and sustainable district cooling services across the Emirate. The PWE technology aims to increase the efficiency of the Command Control Centre and ensures uninterrupted district cooling services to our customers”.

The Command Control Centre leverages the advanced features of SCADA system that allows analysis of nearly two million data related to cooling towers, chillers, transformers, water supplies etc. The Centre also features a highly efficient smart network that provides a precise and quick response to any urgent situation in the cooling plants. The new and alternative PWE technology relies on a fully independent system equipped with cutting-edge technologies, and will provide self-control for all the operations of the Command Control Centre. The two systems together will ensure accurate monitoring of district cooling operations and, in turn, business continuity and customer happiness.

Bin Shafar pointed out that Empower is leading in adopting smart technology to facilitate the provision of services via online platforms that allow customers to view and pay their bills electronically, and complete all their transactions with simple steps in a very transparent and responsive environment to cater the needs of all customers and strategic partners from private sector, government and semi-government agencies. The provision of online services is consistent with Empower's strategy to harness modern and innovative technologies in serving the business community, upgrading the quality of services provided to clients, strengthening Dubai's position as an attractive investment destination, and boosting the Emirate's economy.

In pursuit of its social responsibility agenda, Empower is setting an example in all situations that require a national mobilization in the face of all kinds of challenges standing in the way of our aspirations for a promising future for all.

Bin Shafar indicated that the KPIs show a remarkable increase in the Company's performance under the initiative, which reflects the team’s contribution to speeding up the completion of transactions. Empower was keen to equip its employees to perform their tasks remotely, by providing laptop computers and necessary software to provide services quickly and intelligently online in a safe environment. Bin Shafar also praised customers' enthusiasm for completing their transactions via Empower's smart platforms available on websites and mobile applications, without bothering to approach the Company's headquarters.

Empower assures that the quality of the services provided to various sectors will never be compromised by the precautionary measure, as the Company has already implemented best practices to ensure highest levels of performance, productivity and effectiveness.

Empower provides district cooling services to more than 1,180 buildings, catering to more than 120,000 customers, with a total cooling capacity of 1.53 million Refrigeration Tons (RT). The Company offers eco-friendly district cooling services to a number of high-profile developments, such as Dubai Waterfront, Bluewaters, Jumeirah Group, Jumeirah Beach Residence, Dubai International Financial Centre, Business Bay, Dubai Healthcare City, Jumeirah Lake Towers, Palm Jumeirah, Discovery Gardens, Ibn Battuta Mall, Dubai Design District, International Media Production Zone and many others.