Dubai Electricity and Water Authority (DEWA) marked the start of 2025 by presenting an ambitious roadmap to incorporate generative artificial intelligence (AI) across its operations, reports Zawya.
Under the leadership of HE Saeed Mohammed Al Tayer, MD & CEO of DEWA, the organization revealed a strategic framework aimed at leveraging generative AI, including Microsoft Copilot, to enhance its services and processes. The framework seeks to boost operational efficiency, elevate customer satisfaction, and reinforce DEWA’s reputation as a leader in government-driven technological advancements. Key figures in DEWA’s leadership, including Marwan Bin Haidar, Executive Vice President of Innovation and The Future, participated in the event alongside senior management.
Al Tayer reiterated DEWA’s alignment with the vision of HH Sheikh Mohammed bin Rashid Al Maktoum, Vice President and Prime Minister of the UAE and Ruler of Dubai, which emphasizes adopting cutting-edge innovations to drive progress.
“At DEWA, we strive to anticipate and shape the future in accordance with the UAE National Strategy for Artificial Intelligence 2031. This involves embracing advanced digital solutions that enhance national competitiveness, enable swift adaptation to global shifts, and unlock new opportunities for sustainable growth in the energy and water sectors,” stated Al Tayer.
Highlighting the organization’s adoption of generative AI, Al Tayer pointed to the implementation of tools such as Microsoft Power Platform and Microsoft 365 Copilot. These innovations have significantly contributed to improving productivity and performance while enhancing employee and customer satisfaction. DEWA’s journey with AI began in 2017, and it was among the first utility providers globally to implement Microsoft’s Copilot. Additionally, DEWA pioneered the use of ChatGPT to optimize services and customer interactions through its digital platforms, including its virtual assistant, Rammas.
As part of its commitment to fostering innovation and advancing digital transformation, DEWA has expanded the scope of generative AI applications. These include ‘Rammas for You’ and ‘Rammas for Work,’ cybersecurity measures, the SAP system, employee digital experiences, DEWA’s Evaluation Centre, and various human resources functions. Other areas benefiting from AI integration include security protocols, financial data management, the customer eServices portal, IT support services, governance and compliance frameworks, future forecasting platforms, and tools like Power BI and LinkedIn Learning.
