DEWA aims to become first AI-Native utility
Full-scale AI adoption to enhance services and operations
#UAE #digitaltransformation - Dubai Electricity and Water Authority (DEWA) has announced its strategic roadmap to become the world’s first AI-native utility, integrating artificial intelligence across all core operations. The plan was revealed during GenAI Week, a four-day event at DEWA’s headquarters focused on AI adoption. With participation from leading AI firms, including DataRobot, IBM, Microsoft, and ServiceNow, the event showcased how AI will enhance decision-making, productivity, and service innovation within DEWA. The initiative aligns with Dubai’s vision to lead AI adoption and the UAE National Strategy for AI 2031.
SO WHAT? - DEWA is setting a global precedent by embedding AI into every aspect of its operations, moving beyond automation to true AI-native functionality. Unlike many utilities experimenting with AI, DEWA’s approach is comprehensive, structured, and backed by strong partnerships with major AI players. The initiative is expected to improve efficiency, sustainability, and customer service, solidifying the service provider’s reputation as a leader in digital transformation within the utility sector. DEWA’s advanced state of digitisation positions it well to make its AI-native ambition a reality.
Here are some key points about this announcement:
Dubai Electricity and Water Authority (DEWA) has launched its AI-native utility strategy during GenAI Week, an event dedicated to AI adoption in utilities, featuring top AI industry experts and partners.
The roadmap includes full AI integration across operations, services, decision-making, and administrative processes.
Existing AI-driven applications showcased during GenAI Week include Rammas at Work, which powers AI solutions across power generation, distribution, human resources, and legal affairs.
DEWA has expanded AI-driven automation to its Khadamatech e-services portal, IT support, governance, compliance, and cybersecurity frameworks.
Strategic partnerships with DataRobot, IBM, Microsoft, and ServiceNow, will help DEWA accelerate AI adoption and train employees on advanced AI tools.
DEWA’s AI strategy aligns with the Dubai Universal Blueprint for Artificial Intelligence and the UAE National Strategy for AI 2031, which prioritises AI adoption by key industries.
The AI roadmap builds on DEWA’s previous initiatives, including the integration of Microsoft Copilot and OpenAI’s ChatGPT into daily operations in early 2024.
AI is already embedded in DEWA’s services, with its AI assistant Rammas handling over 9.6 million customer inquiries with a 95% satisfaction rate.
DEWA’s AI-powered mobile workforce solutions use image analysis and voice-to-text AI to improve field efficiency and service reporting.
ZOOM OUT - DEWA’s ambition to become the first AI-native utility reflects a broader global shift towards AI-driven infrastructure management. Utilities worldwide are increasingly looking to AI to optimise energy distribution, enhance predictive maintenance, and streamline operations. However, few have embraced AI as comprehensively as DEWA, positioning it as a benchmark for next-generation smart utilities. By integrating AI at every level, DEWA is setting the stage for future AI-powered public services, reinforcing Dubai’s reputation as a leader in digital innovation and smart governance.
[Written and edited with the assistance of AI]
Read more about DEWA:
DEWA to integrate Microsoft Copilot across all operations (Middle East AI News)