DEWA launched agentic AI across its digital platforms to reshape how you receive public services. The utility deployed this technology on its website, smart app, and internal employee systems. Dubai Electricity and Water Authority now ranks among the first utilities worldwide to reach this stage. Its leaders followed directives from Dubai’s ruler to widen AI use across government work. You gain faster service, cleaner design, and steadier quality through these new AI agents. The agents help designers build components and flag any work falling outside the approved standards. This work cut production and review time and lifted design consistency by around 80 percent.

Saeed Al Tayer runs the authority as its managing director and chief executive officer. He said AI now serves as “a core component of its operational and service infrastructure.” The chief executive called the rollout a milestone in redefining public services during the AI era. You now reach these services through an integrated system linked to global AI platforms. These changes support the UAE Strategy for Artificial Intelligence 2031 and long-term national goals. Officials built the digital groundwork early, so they acted fast once the directives arrived. DEWA also became the first UAE government body to adopt Microsoft Copilot for workplace tasks.

How DEWA launched agentic AI across its services

Rammas AI assistant sits at the center of this customer-facing push by the utility. The utility first launched this virtual helper in 2017 to answer everyday customer questions. It now runs on GPT-4o and pulls real-time answers directly from the DEWA website. Since its 2017 start, Rammas has handled over 13 million inquiries across DEWA’s channels. The AI agents also power DEWA’s Testing Centre of Excellence behind the digital scenes. There, agents write test plans, run checks, and produce full reports without manual steps. This work raised test verification efficiency by about 85 percent across DEWA’s digital channels. Quality on those channels climbed by as much as 93 percent after the rollout. DEWA launched agentic AI with a clear focus on governance, security, and user privacy. The authority supports this build with an Agent Development Kit for its internal teams. This kit lets staff scale agentic AI while they still follow strict security rules. From my standpoint, this careful setup matters more than the raw speed gains alone.

What agentic AI means for your daily service

You benefit when a public utility guards your data as it speeds up service. The rollout also feeds Dubai’s wider plan to lead in AI and future technology. Dubai Electricity and Water Authority plans to widen these tools across more secure platforms. The utility ties each step to the UAE Centennial 2071 and its long horizon. DEWA launched agentic AI not as a one-off, but as a lasting operating model. Its early planning shows how public bodies can move quickly once leaders set direction. You should watch how these AI agents reshape bills, accounts, and daily support next. For now, DEWA launched agentic AI at a scale few utilities have matched globally. The next phase will test whether these gains hold as more services move online. Your experience with DEWA should feel faster and simpler as agentic AI keeps growing.

About DEWA

The Dubai Electricity and Water Authority (DEWA) is the government-owned utility responsible for electricity and water supply in Dubai. It plays a central role in powering the emirate’s economic growth, infrastructure, and sustainability initiatives.

Strategic Role:

• Infrastructure Backbone: Ensures reliable energy and water for residential, commercial, and industrial demand
• Clean Energy Leadership: Drives large-scale projects like the Mohammed bin Rashid Al Maktoum Solar Park
• Monetization Model: Regulated utility with stable, recurring revenue and strong state backing