UAE’s Electricity & Water Utility | Tech Mahindra

UAE’s Electricity & Water Utility

Business Overview

The company carry out the duties assigned by the Ministry of Electricity and Water. Its main objective is to cater to the needs of Electricity and potable water for the population of the Northern Emirates.



Challenges of IT outsourcing for Run & Build include adapting to Onsite-Offshore model, minimum documentation, phased implementation, complex ERP mapping, inadequate legacy data, and setting up support landscape for SLA driven application managed services rollout.

Strategy and Insight

The main objective was to focus on a digital transformation journey for optimization of billing cycles while providing enhanced visibility & enablement to the customers.

Implementation of IS-U Modules

We implemented IS-U modules such as CRM for Utilities, IS Utilities Device Management, IS Utilities Billing, IS Utilities FI-CA (Contract Accounting), UCES (Utilities Customer E-Services), and Enterprise Portal.


Our mobility solutions include hand-held device applications for meter reading upload and download, as well as work order management for Human Capital Management (HCM), Plant Maintenance (PM), and SRM, including RoS. To capture business processes, we develop support templates for each ERP module.


Impact & Highlights

Accelerated Billing Optimization

Quicker meter to cash cycle - Optimization of billing cycles.

Customer Billing Enablement

Enhanced visibility & enablement to customers - bill view, online payments.

Integrated Customer Communication

Better Customer service realized through the integration of Avaya to CRM which in turn is integrated to IS-U and communicating through SMS on outages, service order, bills.