Dubai: Saeed Mohammed Al Tayer, MD and CEO of Dubai Electricity and Water Authority (DEWA), has emphasised that DEWA deploys the latest Agentic AI technologies, in line with the vision to enhance its leading role and reinforce Dubai's position as the city of the future. He made these remarks during the Agentic AI Executive Retreat, which DEWA organised at Al Shera'a, its new headquarters, recognized as the world's tallest, largest, and smartest net-positive government building. The event was attended by the executive leadership team and key stakeholders in digital transformation and artificial intelligence (AI), as well as representatives from SAP and McKinsey.
According to Emirates News Agency, Al Tayer stated that DEWA's initiatives are guided by directives from the UAE's leadership, including President His Highness Sheikh Mohamed bin Zayed Al Nahyan and His Highness Sheikh Mohammed bin Rashid Al Maktoum, among others. These efforts align with the UAE Government's Agentic AI framework, which aims to enable autonomous execution and decision-making, supporting the government's ambition to be the first in the world to broadly deploy Agentic AI models.
Al Tayer highlighted that DEWA began its AI journey in 2017 with a firm commitment to transforming into an advanced digital organisation that leads change in the global utilities sector. DEWA has integrated AI across its value chain, employing technologies of the 4th Industrial Revolution in many services and operations, while investing in digital infrastructure to accelerate transformation and enhance stakeholder satisfaction.
With a clear vision to become the world's first AI-native utility, DEWA has achieved significant milestones, such as launching services through generative AI and ChatGPT platforms. It became the first government entity worldwide to offer services via AI, moving beyond traditional digital service models. DEWA also adopted Google's NotebookLM model for podcast content production and implemented a 'Collaborative Work Agent' within Microsoft 365, showcasing its pioneering role in utilising AI.
DEWA continues to expand AI applications across sectors, employing technologies such as digital twin systems, smart substations, and automated power restoration. It leverages AI and deep learning for solar power forecasting, data centre advancements, cyber security, and employee efficiency. DEWA uses Microsoft Power BI for data analytics and equips employees with Microsoft 365 Copilot to boost productivity.
A significant outcome of DEWA's AI-driven transformation is the reduction of security deposit refund time from four days to just eight minutes without human intervention. This achievement reflects DEWA's commitment to providing an exceptional digital customer experience. In 2025, DEWA scored 98.9% on the Dubai Government's real-time Happiness Index, and its virtual assistant 'Rammas' has managed over 13 million customer inquiries since its launch in 2017.
Al Tayer concluded by highlighting the importance of continued collaboration to implement plans effectively, achieve tangible positive results, and drive ongoing efficiency improvements. This supports DEWA's future directions and reinforces its leadership in AI deployment among utilities worldwide.