The Dubai Electricity and Water Authority (DEWA) kicked off 2025 by launching a strategic framework designed to integrate generative AI through Microsoft Copilot across all operational processes and services. This framework aims to enhance operational efficiency, improve customer experience and happiness and consolidate DEWA’s position as a pioneer in government technological innovation.
Saeed Mohammed Al Tayer, MD & CEO of DEWA, emphasized the authority’s commitment to the vision of H.H. Sheikh Mohammed bin Rashid Al Maktoum, Vice President and Prime Minister of the UAE and Ruler of Dubai, to keep pace with the latest global innovations and technologies.
DEWA expands AI utilization
DEWA’s adoption of generative AI, including Microsoft Power Platform and Microsoft 365 Copilot smart assistant, contributes to improving performance and productivity, as well as enhancing the happiness of employees and customers. DEWA began using AI in 2017 and was one of the first utilities globally to implement Microsoft’s Copilot.
The authority was also a pioneer in using ChatGPT to enhance its services and customer experience via its digital channels including its virtual employee, Rammas.
“At DEWA, we anticipate and shape the future, in line with the UAE National Strategy for Artificial Intelligence 2031, by adopting innovative digital solutions that enhance the UAE’s competitiveness, ensure rapid responses to global changes and open new horizons for sustainable growth in the energy and water sectors,” said Al Tayer.
As part of its ongoing efforts to drive innovation and digital transformation, DEWA has expanded the use of generative AI to include a wide range of vital areas, including ‘Rammas for You’ and ‘Rammas for Work,’ information security, the SAP system, employees’ digital experience and DEWA’s Evaluation Center.
It also implemented generative AI in human resources services, security policies, financial data, the customer eServices portal, IT Support Office services, governance and compliance procedures, future insights platforms, Power BI and LinkedIn Learning.
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$1.9 billion smart grid initiative
Last month, DEWA announced that it is executing a smart grid initiative with total investments of $1.9 billion. The smart grid facilitates uninterrupted, integrated services around the clock, incorporating advanced features such as automated decision-making and interoperability within the electricity and water infrastructure. By harnessing cutting-edge technologies from the Fourth Industrial Revolution, including artificial intelligence (AI) and the Internet of Things (IoT), the smart grid guarantees efficient, reliable and sustainable operations.
“DEWA’s smart grid – with investments totaling AED7 billion up to 2035 – contributes to providing electricity and water services according to the highest standards of availability, reliability, sustainability and quality,” added Al Tayer.
This initiative has allowed DEWA to achieve remarkable outcomes, outpacing notable European and American firms in terms of efficiency and reliability. In 2023, line losses in electricity transmission and distribution networks were reduced to 2 percent, compared to 6-7 percent in Europe and the U.S. Additionally, water network losses dropped to 4.6 percent, significantly lower than the approximately 15 percent reported in North America.
DEWA also set a global record in electricity Customer Minutes Lost (CML) per year, with Dubai experiencing just 1.06 minutes per customer, in contrast to around 15 minutes recorded by leading utility companies in the European Union.
