Dewa’s adoption of generative AI accelerates digital transformation

Dubai Electricity and Water Authority (Dewa) utilises Artificial Intelligence (AI) across all its services and operations. Dewa invests in advanced infrastructure to accelerate digital transformation, enhance the happiness of stakeholders, and provide digital services that support sustainability while reducing our carbon footprint.

“We are working tirelessly to achieve the vision of His Highness Sheikh Mohammed Bin Rashid Al Maktoum, Vice President and Prime Minister of the UAE and Ruler of Dubai, to position Dubai at the forefront of utilising AI in the government sector. We are prepared for future technological transformations and substantial changes in government work. We keep pace with the accelerating advancements in various fields, especially AI,” said Saeed Mohammed Al Tayer, MD & CEO of Dewa.

Al Tayer added, “We work to develop Dewa’s digital channels using the latest disruptive technologies of the Fourth Industrial Revolution, in line with the UAE Strategy for Artificial Intelligence 2031. We started using AI in 2017 and are working to enrich Dewa’s services with generative AI and ChatGPT. Dewa is the world’s first utility and government organisation in the UAE to use this modern technology. This is part of Dewa’s continuous efforts to enhance its leadership locally and globally, add value to customers, employees, and stakeholder experience and promote their happiness. Dewa achieved the second place in the 2023 Dubai Government Customer index with 90.1% by the Dubai Government Excellence Program (DGEP), which belongs to The General Secretariat of the Executive Council of Dubai.”

“We utilise AI in all our services and operations to reduce the number of visits to our customer happiness centres and contribute to shaping a new digital future for Dubai through Digital Dewa, the digital arm of Dewa. We aim to make Dewa the first digital utility in the world with autonomous systems for renewable energy and storage, with the expansion of AI and digital services. The smart adoption of Dewa’s services reached 99.62% in 2023. Dewa has completed the digital integration of more than 90 projects with over 65 government and private organisations,” added Al Tayer.

Dewa’s most prominent innovative solutions using AI, generative AI, and the latest Fourth Industrial Revolution technologies include: The smart assistants Microsoft 365 Copilot and Microsoft Security Copilot; Rammas; High Water Usage Alert; Smart Living; Smart Response; Customer Care Centre; Cyber Defence Centre; Robotic Process Automation; Distribution Asset Criticality Ranking; GT Intelligent controller; AI Procurement in a Box toolkit; Power Block app; One-Way Data System; Smart Power Plant; Forecast PV Panel Production System; Water Smart Distribution Management System; Copilot Smart Assistant; Automated Power Restoration Application and Spot Robot etc.

Dewa has provided its employees with the smart assistants Microsoft 365 Copilot and Microsoft Security Copilot, making it the first government entity in the UAE to adopt this advanced technology from Microsoft. DEWA is among the first utilities in the world to adopt Microsoft’s Copilot. Copilot’s features are powered by generative Artificial Intelligence technology. It enriches the employee experience, facilitates the performance of their tasks, automates workflow, and strengthens cooperation between work teams, in addition to saving effort and time. Copilot’s features can be modified to suit each individual employee and to meet their growing needs while ensuring smoother operations. This also helps to keep pace with new and accelerating requirements, anticipate challenges, and turn them into promising opportunities. These features align with the highest standards of privacy and security followed by DEWA as it implements AI service protection technologies.

Dewa started using ChatGPT in April 2023 on its website and smart app through Rammas, DEWA’s virtual employee supported by AI, to enhance customers’ experience. ChatGPT improves Rammas’ ability to learn, understand, and analyse customer enquiries based on available data and information to respond promptly and accurately. Since the end of April and until December 2023, Rammas, supported by this advanced technology, has answered more than 138,600 queries through DEWA’s website and smart app. Customer happiness towards Rammas’ services supported by ChatGPT has reached 95%. Since its inception in the first quarter of 2017, Rammas has responded to over 8.5 million enquiries. Rammas services are available round the clock in Arabic and English through DEWA’s website, its smart app, Facebook, Amazon’s Alexa, Google Assistant, robots, and WhatsApp Business. DEWA is the first government organisation to launch Rammas in Arabic and English.

The proactive High-Water Usage Alert service helps customers detect leakage in water connections after the meter. The system sends instant notifications to the customer if there is an unusual increase in consumption.