Dubai Electricity and Water Authority (DEWA) has embarked on a transformative journey by integrating Microsoft's advanced technologies to enhance its digital infrastructure and promote sustainability within the utilities sector. This strategic collaboration underscores DEWA's commitment to innovation and its vision to position Dubai as a global leader in smart and sustainable city initiatives.
DEWA's adoption of artificial intelligence (AI) began in 2017, marking a significant shift towards digitalization. A pivotal development in this journey was the implementation of Microsoft's Copilot, an AI-powered assistant designed to augment employee productivity and streamline operations. By integrating Copilot into its workflow, DEWA has empowered its workforce to perform tasks more efficiently, reducing the time required for complex processes from days to mere hours. This enhancement has not only improved internal operations but also maintained a consistent customer happiness index of 98%, reflecting the positive impact on service delivery. (microsoft.com)
DEWA's strategic partnership with Microsoft exemplifies a forward-thinking approach to digital transformation in the utilities sector. By harnessing advanced AI technologies, DEWA not only enhances operational efficiency and customer satisfaction but also contributes significantly to Dubai's vision of becoming a smart and sustainable city. This collaboration serves as a model for other utility providers worldwide, demonstrating the transformative potential of integrating cutting-edge technologies into traditional sectors.
Source: ZAWYA DEWA leverages Microsoft solutions to accelerate digital transformation and sustainability in the utilities sector
DEWA's adoption of artificial intelligence (AI) began in 2017, marking a significant shift towards digitalization. A pivotal development in this journey was the implementation of Microsoft's Copilot, an AI-powered assistant designed to augment employee productivity and streamline operations. By integrating Copilot into its workflow, DEWA has empowered its workforce to perform tasks more efficiently, reducing the time required for complex processes from days to mere hours. This enhancement has not only improved internal operations but also maintained a consistent customer happiness index of 98%, reflecting the positive impact on service delivery. (microsoft.com)Enhancing Customer Engagement with AI-Powered Solutions
In its pursuit of elevating customer experience, DEWA introduced 'Rammas,' an AI-driven chatbot developed in collaboration with Microsoft. Launched in 2017, Rammas has autonomously handled over 9.2 million customer inquiries, providing prompt and accurate responses. The integration of Azure OpenAI Service into Rammas has further refined its capabilities, enabling more human-like interactions and increasing the chatbot's accuracy. This innovation has been instrumental in achieving a 95% customer satisfaction rate, demonstrating DEWA's commitment to leveraging technology for enhanced customer service. (microsoft.com)Implementing Generative AI Across Operations
At the onset of 2025, DEWA unveiled a comprehensive roadmap to embed generative AI across all its operations using Microsoft Copilot. This strategic framework aims to bolster operational efficiency, improve customer satisfaction, and solidify DEWA's position as a pioneer in governmental technological innovation. The integration spans various departments, including human resources, information security, financial data management, and customer eServices, reflecting a holistic approach to digital transformation. (dewa.gov.ae)Advancing Sustainability Through Smart Grid Initiatives
In alignment with its sustainability goals, DEWA has launched a $1.9 billion smart grid initiative, incorporating AI and Internet of Things (IoT) technologies. This initiative is designed to modernize Dubai's electricity and water networks, ensuring efficient, reliable, and sustainable operations. The smart grid facilitates automated decision-making and interoperability within the infrastructure, contributing to DEWA's objective of providing uninterrupted, integrated services around the clock. (solarquarter.com)Achieving Global Benchmarks in Efficiency
DEWA's investments in digital transformation have yielded remarkable outcomes, positioning it ahead of many global counterparts in terms of efficiency and reliability. In 2023, DEWA reduced electricity transmission and distribution line losses to 2%, compared to the 6-7% typical in Europe and the U.S. Water network losses were also significantly reduced to 4.6%, much lower than the approximately 15% seen in North America. Additionally, DEWA set a global record in electricity Customer Minutes Lost (CML) per year, with Dubai customers experiencing only 1.06 minutes of service disruption, a stark contrast to the 15 minutes reported by major EU utilities. (solarquarter.com)Future Prospects and Continuous Innovation
Looking ahead, DEWA plans to continue its collaboration with Microsoft to explore further AI applications, including analyzing turbine generation data with Copilot in Power BI for faster analytics and easier data processing. The authority is also considering the introduction of voice chat capabilities for customer interactions, aiming to enhance user experience further. With a list of over 85 AI use cases, DEWA is committed to a step-by-step implementation strategy to ensure successful adoption and scaling across the organization. (microsoft.com)DEWA's strategic partnership with Microsoft exemplifies a forward-thinking approach to digital transformation in the utilities sector. By harnessing advanced AI technologies, DEWA not only enhances operational efficiency and customer satisfaction but also contributes significantly to Dubai's vision of becoming a smart and sustainable city. This collaboration serves as a model for other utility providers worldwide, demonstrating the transformative potential of integrating cutting-edge technologies into traditional sectors.
Source: ZAWYA DEWA leverages Microsoft solutions to accelerate digital transformation and sustainability in the utilities sector