DEWA Unveils AI Roadmap for 2025

Dubai Electricity and Water Authority (DEWA), led by HE Saeed Mohammed Al Tayer, MD & CEO, welcomed the new year by unveiling a comprehensive roadmap to integrate generative artificial intelligence (AI) across its operations. The launch included a strategic framework designed to embed Microsoft Copilot into DEWA’s services and operational processes, marking a significant step toward enhancing efficiency, customer satisfaction, and technological innovation.

The event, attended by Marwan Bin Haidar, Executive Vice President of Innovation and The Future, alongside DEWA’s senior management, highlighted the authority’s commitment to the vision of HH Sheikh Mohammed bin Rashid Al Maktoum, Vice President and Prime Minister of the UAE. This vision emphasizes staying at the forefront of global innovations and technological advancements.

“We anticipate and shape the future at DEWA, in alignment with the UAE National Strategy for Artificial Intelligence 2031,” Al Tayer stated. “By adopting cutting-edge digital solutions, we aim to enhance the UAE’s competitiveness, rapidly respond to global changes, and unlock new growth opportunities in the energy and water sectors.”

DEWA’s adoption of generative AI, including Microsoft Power Platform and Microsoft 365 Copilot, is set to enhance operational performance, boost employee and customer satisfaction, and improve productivity. Since its initial AI implementation in 2017, DEWA has been a global pioneer, integrating Microsoft Copilot and leveraging tools like ChatGPT to enhance services and customer experiences. This includes the virtual employee “Rammas” that engages with customers through digital channels.

Expanding its digital transformation, DEWA’s use of generative AI spans several critical areas, including ‘Rammas for You’ and ‘Rammas for Work,’ information security, SAP systems, digital employee experiences, financial data management, IT support, governance, compliance, and more. The integration of AI in these sectors further cements DEWA’s leadership in innovation, ensuring its continued success and contributions to the UAE’s technological and sustainability goals.

With a clear focus on operational excellence and customer happiness, DEWA continues to push the boundaries of technological innovation, paving the way for a sustainable and efficient future in the energy and water sectors.