COVER STORY enhance the quality of digital life and accelerate the Digital Transformation process across DEWA and the Emirate of Dubai.
He added that DEWA was focused on advancing its leadership in AI innovation and the adoption of the latest technologies to deliver more efficient, effective and high-quality services, while developing innovative digital solutions that enhanced stakeholder experience and happiness, reduced carbon footprints and supported broader sustainability efforts.
“ At DEWA, we have a secure and advanced digital infrastructure that keeps pace with our ambitions for Digital Transformation and our efforts to make Dubai a global centre for innovation and technology. We adopt the‘ Services 360’ policy in all our services to reduce procedures, achieve zero bureaucracy and help to establish a leading global system in government work,” said HE Saeed Mohammed Al Tayer, MD and CEO of DEWA. made possible through a multi-pronged Digital Transformation strategy.
DEWA’ s commitment to seamless service delivery was reinforced by its robust, secure and user-friendly digital ecosystem, which spans multiple channels and is supported by advanced infrastructure. A critical enabler of this success was the‘ Services 360’ policy, which focuses on streamlining user journeys, reducing bureaucracy and providing digital-first experiences. We also launched targeted awareness campaigns such as the‘ Expand Your Smart Choices This Summer’ initiative, which educated customers on the benefits of digital tools for efficient energy and water consumption.
You mentioned the importance of AI and innovation in enhancing DEWA’ s services. Can you elaborate on how solutions like Rammas, powered by ChatGPT, are transforming customer engagement and efficiency?
DEWA has a comprehensive ecosystem of‘ green’ digital channels, including its website, smart app and customer care centre systems, all of which operate through green data centres that rely fully on clean energy. In addition, DEWA also provides several services through Rammas, its virtual employee supported by ChatGPT.
We spoke with HE Saeed Mohammed Al Tayer, MD and CEO of DEWA, to gain deeper insight into the work of the authority.
DEWA achieved a remarkable 99.5 % digital service adoption rate in the first half of 2025. What key strategies enabled this milestone, and how do you plan to sustain or further increase it?
In line with the vision and directives of His Highness Sheikh Mohammed bin Rashid Al Maktoum, Vice President and Prime Minister of the UAE and Ruler of Dubai, DEWA aims to further elevate digital adoption by expanding its integrations, refining digital user experiences based on behavioural insights and feedback, and introducing more proactive services powered by AI. These efforts will continue to enhance stakeholder happiness while advancing Dubai’ s aspirations to become a global leader in digital innovation.
During the first half of 2025, DEWA enabled customers to complete more than 7.2 million digital transactions across various platforms, including 1.1 million via its website, 2.6 million through its smart app and 3.5 million via partner-supported platforms. This resulted in a digital adoption rate of 99.5 %, a milestone
Rammas, DEWA’ s virtual employee first launched in 2017, has been powered by ChatGPT since April 2023, making DEWA the first utility in the world and the first UAE government organisation to use Generative AI for customer engagement, in line with the UAE Strategy for Artificial Intelligence 2031.
Rammas handled more than two million inquiries in Arabic and English in 2024, marking a 10 % increase from 2023. It now supports 11 procedural services and provides information on over 200 services and features. Rammas is available across 14 digital channels, including WhatsApp, Amazon Alexa and Google Assistant, ensuring 24 / 7 accessibility. This has not only enhanced customer satisfaction but also enabled faster response times and more personalised engagement. We are also piloting Rammas for Work, an internal version designed to support employee productivity and decision-making.
With over 100 integration projects completed with government and private organisations, what impact has this level of collaboration had on service quality and stakeholder satisfaction?
By June 2025, DEWA had successfully completed more than 100 integration projects with 65 government and private sector entities. This level of collaboration has had a significant positive impact on service quality, speed and reliability, thereby boosting stakeholder satisfaction and enabling end-to-end digital automation across key customer journeys. The integration projects elevated DEWA’ s customer happiness and service quality scores to 98.3 % and 95 %, respectively.
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