The Dubai Electricity and Water Authority (DEWA) welcomed 2025 by unveiling an ambitious plan to integrate generative artificial intelligence (AI) throughout its operations.
Led by HE Saeed Mohammed Al Tayer, MD & CEO of DEWA, the organization introduced a strategic framework designed to utilize generative AI, including Microsoft Copilot, to improve its services and workflows. This initiative aims to enhance operational efficiency, increase customer satisfaction, and solidify DEWA’s status as a frontrunner in government-led technological innovation. Key leaders, such as Marwan Bin Haidar, Executive Vice President of Innovation and The Future, attended the event alongside other senior executives.
Al Tayer reaffirmed DEWA’s commitment to the vision of HH Sheikh Mohammed bin Rashid Al Maktoum, Vice President and Prime Minister of the UAE and Ruler of Dubai, which focuses on embracing leading-edge innovations to foster development.
“At DEWA, we aim to foresee and shape the future in line with the UAE National Strategy for Artificial Intelligence 2031. This involves adopting advanced digital solutions that boost national competitiveness, facilitate rapid adaptation to global changes, and create new avenues for sustainable growth in the energy and water sectors,” Al Tayer stated.
He emphasized DEWA’s use of generative AI tools like Microsoft Power Platform and Microsoft 365 Copilot, which have significantly enhanced productivity and performance, improving both employee and customer experiences. DEWA began its AI journey in 2017 and was one of the first utility providers globally to implement Microsoft’s Copilot.
Furthermore, DEWA was a pioneer in using ChatGPT to enhance services and customer interactions through its digital platforms, including its virtual assistant, Rammas.
In line with its dedication to promoting innovation and advancing digital transformation, DEWA has broadened the application of generative AI. This includes initiatives like ‘Rammas for You’ and ‘Rammas for Work,’ cybersecurity enhancements, the SAP system, employee digital experiences, DEWA’s Evaluation Centre, and various HR 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 tools, and resources like Power BI and LinkedIn Learning.
Source : Zawya
