DEWA’s AI services anticipate and shape the future

Dubai Electricity and Water Authority (DEWA) has made significant achievements in Artificial Intelligence (AI) and has come a long way in this area since 2017. This is by developing a roadmap for AI and launching a set of services and initiatives that use this promising technology.

DEWA’s efforts in AI have consolidated the UAE’s global position and enriched the user experience of customers, staff and stakeholder with value-added services. Proactive and pioneering Emirati expertise has become a role model in providing the best smart and digital services.

The E-Government Development Index 2020 (EGDI) issued by the United Nations highlighted Rammas, DEWA’s virtual employee, which uses AI, as one of the UAE’s distinguished experiences in interacting with customers. The UAE has been ranked first in the GCC, Arab region, and Western Asia, and 8th globally in the Online Service Index (OSI). Rammas also helped DEWA receive the AI Breakthrough Award 2020 for Transactional Robotics Innovation.

HE Saeed Mohammed Al Tayer, MD & CEO of DEWA, said that DEWA’s AI and smart services are part of its strategy to achieve the Dubai 10X initiative. The initiative was launched by HH Sheikh Mohammed bin Rashid Al Maktoum, Vice President and Prime Minister of the UAE and Ruler of Dubai, to make the Government of Dubai, a global leader that is 10 years ahead of other cities.

DEWA provides all its services on its website and smart app to enable customers to complete their transactions, anytime and anywhere, to save their time and effort, increasing their happiness and protecting the environment. DEWA seeks to reduce the number of visitors and increase smart adoption. This is harnessing technology as well as the latest disruptive solutions and Fourth Industrial Revolution applications. Smart adoption at DEWA has reached 98.6% by Q4 of 2020.

As part of its commitment to preserve gains and make new achievements, DEWA has launched Rammas For You (Phase 3). It enables customers to get more services such as Easy Pay; DEWA Store; On-Demand Happiness Meter; and Customer Happiness Meter. Project consultants and contractors can also track their NOC requests through Rammas.

These include Building No Objection Certificate - Electricity/Water; Demolishing No Objection Certificate - Electricity/Water; Infrastructure Projects No Objection Certificate; and Getting Solar Connections. It also enables tracking requests for electricity and water services, including Getting Electricity/Water Connections; Electricity/Water Network Modifications; Al Namoos; Getting Electricity Fit-Out Connections; Getting Solar Connections, and general technical services among others.

Rammas has answered more than 4 million questions since its launch in 2017 and until December 2020, including 219,000 questions through WhatsApp Business. It has also completed more than 5,800 bill payment transactions during the same period. Rammas provides a wide range of services such as answering questions in Arabic and English round the clock. It is available on DEWA’s website, smart app, DEWA’s Facebook page, Amazon’s Alexa; Google Assistant; robots; and WhatsApp Business on 046019999. DEWA is the first government organisation in the UAE to have its account verified on WhatsApp Business.