DEWA transforms 76% of its services into agentic AI-powered services

“In line with the vision of His Highness Sheikh Mohammed bin Rashid Al Maktoum, Vice President and Prime Minister of the UAE and Ruler of Dubai, and the directives of His Highness Sheikh Hamdan bin Mohammed bin Rashid Al Maktoum, Crown Prince of Dubai, Deputy Prime Minister and Minister of Defence of the UAE, and Chairman of The Executive Council of Dubai, we continue to strengthen DEWA’s leadership in integrating agentic AI across our work ecosystem. We are proud that DEWA is one of the first government organisation in the UAE to deploy these technologies at such an advanced level, driving the transition from AI models that support users and provide information to models capable of autonomously executing tasks and operations end-to-end. We remain committed to delivering tangible and sustainable value for customers, employees and all stakeholders by redesigning services and operations, accelerating delivery, reducing procedures and required inputs, enhancing accuracy and efficiency, and providing seamless, proactive services around the clock,” said HE Saeed Mohammed Al Tayer, MD & CEO of DEWA.

Al Tayer noted that DEWA is among the first utilities worldwide to adopt AI solutions to enhance operational efficiency. DEWA began its AI journey in 2017 and launched an AI roadmap aimed at becoming the world’s first AI-native utility, progressively advancing toward the implementation of agentic AI models. This approach has enhanced performance, boosted productivity and improved the happiness of customers, employees and all stakeholders.

Tangible results
The services and operations enhanced through agentic AI reflect a significant transformation in how DEWA designs and delivers its services. This transformation has been achieved by streamlining procedures and required inputs, automating tasks, accelerating transaction processing and strengthening integration across systems and data. The 16 enhanced services comprise the electricity and water activation of supply service, two services for responding to electricity and water technical notifications, and 13 services supported by the payment reconciliation framework, extending the impact of Agentic AI across a wide range of DEWA services and customer journeys.

Reducing the time required to apply for electricity and water activation of supply by 75%.
For the electricity and water activation of supply service, which processes approximately 210,000 transactions annually, the transformation reduced the required customer inputs from 10 to just three, cut customer journey steps from nine to three and reduced transaction completion time from around 8 minutes to just two minutes. Together, these enhancements have made the electricity and water activation of supply time journey 75% faster while ensuring round-the-clock service availability.

Payment reconciliation cycles cut by 95%
Payment reconciliation supports 13 DEWA services and processes about 13.3 million transactions annually. The implementation of agentic AI has transformed the reconciliation process into an integrated ecosystem capable of processing and validating data, detecting anomalies, managing exceptions and continuously monitoring operations 24/7. As a result, the daily reconciliation cycle has been reduced from around four hours to just 12 minutes, representing a 95% improvement in processing time.

Response to technical notifications accelerated
For the smart handling of electricity and water technical notifications,  DEWA redesigned the case assignment process through an intelligent ecosystem that receives, classifies and verifies requests, and coordinates workflows through to resolution. The assignment process has evolved from relying on 16 coordinators to fully autonomous execution around the clock

These results reaffirm that DEWA’s adoption of agentic AI is guided by clear and measurable objectives focused on accelerating service delivery, streamlining procedures, enhancing operational efficiency and improving service continuity and quality. This supports Dubai’s vision of consolidating its position as a global leader in the deployment of AI and future technologies.