The Dubai Electricity and Water Authority (DEWA) has announced the launch of a strategic framework to integrate generative AI across its operations, in collaboration with Microsoft Copilot. The initiative, unveiled at the start of 2025, is designed to enhance operational efficiency, improve customer satisfaction, and further DEWA’s leadership in technological innovation while advancing sustainability in the UAE.
Saeed Mohammed Al Tayer, MD & CEO of DEWA, highlighted the authority’s commitment to the vision of H.H. Sheikh Mohammed bin Rashid Al Maktoum, Vice President and Prime Minister of the UAE, ensuring that DEWA remains at the forefront of technological advancements. “By leveraging cutting-edge AI technologies, we aim to foster sustainability across our operations and continue to enhance the quality of services for our customers,” Al Tayer stated.
AI Integration Drives Sustainability
DEWA’s adoption of generative AI is designed to optimize resource management, driving sustainability in the energy and water sectors. The integration of tools such as Microsoft Power Platform and Microsoft 365 Copilot will boost performance and productivity while enhancing customer experiences. The AI implementation will also allow for smarter energy consumption and water management, key to meeting sustainability goals.
Since 2017, DEWA has been a pioneer in incorporating AI into its operations, becoming one of the first utilities worldwide to adopt Microsoft’s Copilot. The authority has also implemented ChatGPT to improve services and customer experience through its digital platforms, including its virtual assistant, Rammas.
“At DEWA, we anticipate future challenges and implement forward-thinking solutions, in line with the UAE National Strategy for Artificial Intelligence 2031,” Al Tayer remarked. “This strategy ensures we remain competitive, agile, and committed to sustainable growth in both energy and water sectors.”
Generative AI Expands Across Key Areas
The generative AI framework will extend across various departments, including human resources, information security, financial data, customer eServices, and governance. The AI-enhanced services will not only streamline internal processes but also bolster DEWA’s capacity to provide sustainable infrastructure solutions.
Generative AI will also support initiatives such as ‘Rammas for You’ and ‘Rammas for Work,’ aiming to optimize energy and water consumption both at the consumer level and within DEWA’s operational ecosystem. These advancements are designed to minimize environmental impact by promoting energy-efficient practices.
$1.9 Billion Smart Grid Initiative to Further Sustainability Goals
In a move that further underscores its commitment to sustainability, DEWA has announced a $1.9 billion investment in a smart grid initiative. This grid, which integrates artificial intelligence and the Internet of Things (IoT), will modernize Dubai’s electricity and water networks, ensuring efficient, reliable, and sustainable operations.
“DEWA’s smart grid project, with a total investment of AED7 billion by 2035, will ensure high-quality, reliable, and sustainable electricity and water services for the future,” said Al Tayer.
Global Leadership in Efficiency and Sustainability
DEWA’s investments have placed it at the global forefront of utility efficiency. The authority has made significant strides in reducing energy and water losses, outpacing leading utilities in Europe and the U.S. In 2023, electricity transmission and distribution line losses in DEWA’s network were reduced to just 2 percent, compared to the 6-7 percent typical in Europe and the U.S. Water network losses were also significantly reduced to 4.6 percent, much lower than the approximately 15 percent seen in North America.
DEWA’s record in Customer Minutes Lost (CML) also sets a global benchmark, with Dubai customers experiencing only 1.06 minutes of service disruption per year, a stark contrast to the 15 minutes reported by major EU utilities.
Through the integration of generative AI and smart grid technologies, DEWA continues to advance operational excellence while positioning Dubai as a global leader in sustainability and efficiency within the utility sector.
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