DEWA becomes first utility worldwide on ChatGPT platform
Customers can now access bills and support via new ChatGPT app
#UnitedArabEmirates #GenAI – Dubai Electricity and Water Authority (DEWA) has become the first government entity and first utility worldwide to offer services through the ChatGPT Apps Directory, extending the provider’s digital service delivery to GenAI. Part of DEWA’s AI Integration and Operating Services initiative, the new AI service allows customers to access bill enquiries, account details, billing support, electric vehicle charging station locations, and Customer Happiness Centre information through conversational AI interfaces.
SO WHAT? – The new ChatGPT app marks the beginning of a fundamental shift in how government services will be delivered in the AI era, moving from traditional digital platforms to integration with global AI systems where customers already spend time. By embedding services directly into ChatGPT, DEWA eliminates the need for customers to download separate applications or navigate traditional websites, potentially setting a template for public sector service delivery that other government entities worldwide may follow as conversational AI platforms become ubiquitous.
Here are some key points about the new GenAI service:
Dubai Electricity and Water Authority (DEWA) has become the first government entity and first utility worldwide to offer services through the ChatGPT Apps Directory, extending the provider’s digital service delivery to GenAI. The new app enables customers to obtain bill enquiries, account details, and billing and account support through natural language conversations.
Customers can use the ChatGPT integration to locate electric vehicle Green Charger stations and receive directions to the nearest charging point, as well as access information on Customer Happiness Centre locations, working hours, and contact channels through conversational queries.
The authority plans to introduce additional services gradually through the ChatGPT platform in accordance with DEWA’s governance, security, and privacy framework, suggesting a phased expansion of AI-integrated service offerings beyond the initial launch capabilities.
DEWA’s AI Integration and Operating Services initiative represents the service provider’s strategy to transition from traditional digital interaction models to a comprehensive service system integrated with global AI platforms, enabling direct access through intelligent interactive platforms including natural conversational interfaces and multi-agent systems.
DEWA was established on 1 January 1992 and manages the entire value chain of electricity and water production, transmission, and distribution for Dubai, with operations aligned to Dubai’s 8 Guiding Principles and the 50-Year Charter supporting the UAE’s national vision.
ZOOM OUT – The new ChatGPT integration advances DEWA’s ambition to become the world’s first AI-native utility. It’s AI roadmap commits to embedding artificial intelligence across all core operations beyond traditional automation. The authority has already integrated Microsoft Copilot and OpenAI’s ChatGPT into daily operations, whilst its AI assistant Rammas handled over 1.6 million inquiries in 2025. DEWA’s comprehensive approach includes AI-driven automation across its Khadamatech e-services portal, IT support, governance, compliance, and cybersecurity frameworks, supported by partnerships with DataRobot, IBM, Microsoft, and ServiceNow. The AI-native strategy aligns with the Dubai Universal Blueprint for Artificial Intelligence.
[Written and edited with the assistance of AI]
Read more about DEWA’s AI adoption:
DEWA’s AI assistant handles 2 million enquiries (Middle East AI News)
DEWA launches AI legislation agent to guide users (Middle East AI News)
DEWA aims to become first AI-Native utility (Middle East AI News)
DEWA to integrate Microsoft Copilot across all operations (Middle East AI News)