DEWA Achieves Milestone with 76% of Services Transformed to Agentic AI
Dubai's electricity and water authority has swiftly deployed autonomous artificial intelligence across the majority of its service portfolio, positioning itself amongst the region's leading government organisations in AI adoption.
Dubai Electricity and Water Authority (DEWA) has accomplished a significant technological milestone, converting 16 of its 21 services into agentic artificial intelligence systems within less than 90 days. This represents 76 percent of the organisation’s complete service portfolio, with the remaining five services scheduled for completion within two months.
Saeed Mohammed Al Tayer, Managing Director and Chief Executive Officer of DEWA, underscored the achievement’s alignment with the strategic vision of His Highness Sheikh Mohammed bin Rashid Al Maktoum, Vice President, Prime Minister and Ruler of Dubai, and the leadership directives of H.H. Sheikh Hamdan bin Mohammed bin Rashid Al Maktoum, Crown Prince of Dubai, Deputy Prime Minister and Minister of Defence, and Chairman of The Executive Council of Dubai.
DEWA distinguishes itself amongst the first government organisations in the UAE to deploy agentic AI at this comprehensive scale. Unlike conventional artificial intelligence models that support users through information provision, agentic systems possess the sophisticated capability to autonomously execute complex, end-to-end tasks and operational processes.
The authority’s artificial intelligence transformation commenced in 2017, establishing a strategic roadmap focused on becoming the world’s first AI-native utility. This objective aims to enhance performance metrics, boost productivity and elevate stakeholder experience.
Tangible Service Improvements
The 16 enhanced services encompass electricity and water supply activation, two services managing electricity and water technical notifications, and thirteen services underpinned by the payment reconciliation framework.
Electricity and water activation services, processing approximately 210,000 transactions annually, have been substantially streamlined. Required customer inputs have diminished from ten to three, whilst customer journey steps have reduced from nine to three. Completion time has plummeted from approximately eight minutes to two minutes, representing a 75 percent acceleration in service delivery.
Payment reconciliation, supporting 13 DEWA services and managing approximately 13.3 million transactions annually, has been reimagined as an integrated system. The platform now autonomously processes and validates data, detects anomalies, manages exceptions and monitors operations continuously throughout the day and night. The daily reconciliation cycle has compressed from approximately four hours to 12 minutes, achieving a remarkable 95 percent improvement in processing efficiency.
For electricity and water technical notifications, DEWA implemented an intelligent case assignment system. The redesigned framework automatically receives, classifies and verifies requests, coordinating workflows through to final resolution. The process has transitioned from dependency upon 16 coordinators to fully autonomous execution operating round the clock.
Source: WAM