In Dubai, the integration of Artificial Intelligence (AI) is revolutionizing the operations of power and water utilities, ushering in a new era of efficiency, reliability, and sustainability across the entire value chain.
AI algorithms are reshaping traditional utility practices, from predictive maintenance and demand forecasting to resource allocation and grid management, optimizing operations at every level. 
Dubai Electricity and Water Authority (DEWA), the primary utility provider in the region, has embraced advanced infrastructure to drive digital transformation. Through real-time data analysis and machine learning, DEWA can now anticipate and prevent potential failures, resulting in reduced downtime and enhanced service reliability.
Saeed Mohammed Al Tayer, MD & CEO of DEWA, emphasized the organization’s commitment to aligning with the vision of His Highness Sheikh Mohammed bin Rashid Al Maktoum. This includes positioning Dubai as a leader in AI adoption within the government sector, in line with the UAE Strategy for Artificial Intelligence 2031.
DEWA’s investment in AI extends to various services and operations, aiming to enhance customer experience while promoting sustainability and reducing the carbon footprint. Through initiatives like Digital DEWA, the utility is pioneering the integration of AI and digital services, with the goal of becoming the world’s first digital utility.
Key innovations driven by AI include:
Implementation of smart assistants like Microsoft 365 Copilot and Microsoft Security Copilot to enhance employee productivity and collaboration.
Introduction of ChatGPT-powered virtual employee Rammas, which has significantly improved customer service and engagement.
Launch of proactive services like High-Water Usage Alert to help customers detect water leakages.
Development of Smart Living solutions enabling customers to monitor and manage their energy consumption effectively.
Deployment of the Smart Response Service for swift resolution of technical issues and complaints.
Establishment of the Cyber Defence Centre to safeguard against cybersecurity risks using AI and Big Data.
Automation of business processes through Robotic Process Automation, reducing manual tasks and enhancing efficiency.
Utilization of AI in critical areas like distribution asset management, power restoration, and gas turbine control.
Furthermore, DEWA has collaborated with global organizations like the World Economic Forum to launch initiatives such as the AI Procurement in a Box toolkit, facilitating the adoption of AI technologies in government procurement processes.
DEWA’s relentless pursuit of innovation and technological advancement underscores its commitment to providing world-class services while embracing sustainable practices. Through the strategic integration of AI across its operations, DEWA is driving progress towards a smarter, more efficient future for Dubai’s power and water utilities.