COVER STORY
These cross-sector collaborations have enabled real-time data exchanges, automated workflows and delivered a truly unified digital experience. For example, our integration with DubaiNow and UAE Pass enables customers to access DEWA services seamlessly alongside other government offerings. Through such partnerships, DEWA continues to strengthen its role as a trusted service provider while advancing Dubai’ s vision for a fully integrated digital government.
DEWA’ s green digital channels are powered by clean energy data centres. How do these initiatives align with Dubai’ s wider sustainability goals and the emirate’ s commitment to a green economy?
Sustainability is at the core of DEWA’ s Digital Transformation. Our digital infrastructure is hosted in green data centres powered by clean energy, primarily from the Mohammed bin Rashid Al Maktoum Solar Park, the largest single-site solar installation in the world developed under the independent power producer( IPP) model. This reduces the carbon footprint of digital operations and directly supports Dubai’ s Clean Energy Strategy 2050 and the Dubai Net Zero Carbon Emissions Strategy 2050, which aim for 100 % clean energy production capacity by 2050.
The current capacity of the solar park is 3,860 megawatts( MW), with a planned capacity of 7,260MW by 2030( the original plan was 5,000 megawatts). By encouraging digital adoption, DEWA also eliminates paper use, reduces transport emissions from visits and promotes remote access, advancing the broader sustainability objectives of the UAE. by merging three services into a single package and offering it through a unified portal for contractors and consultants across government entities. The‘ Services 360’ policy has significantly reduced our carbon footprint and improved operational agility – contributing to a more responsive, efficient and user-friendly service environment.
Looking ahead, what new digital solutions or AIdriven innovations can customers expect from DEWA as part of its efforts to position Dubai as a global hub for innovation and technology?
DEWA is advancing a strategic road map to become the world’ s first AI-native utility, embedding AI across all core operations to improve efficiency, productivity, service quality and user engagement. Central to this is the widespread adoption of Generative AI tools, including Microsoft Copilot, which has been deployed across various functions such as human resources, billing, governance and IT support.
Customers can expect to see continued enhancements in DEWA’ s virtual employee, Rammas. DEWA is also integrating predictive tools into its Smart Living dashboards, providing customers with insights into consumption trends, alerts for unusual usage and personalised energy-saving tips. We have also begun using AI in platforms such as Power BI and LinkedIn Learning to enhance internal knowledge and data-driven decision-making. These innovations reinforce Dubai’ s vision of becoming a global hub for smart cities and digital innovation. p
The‘ Services 360’ policy is central to DEWA’ s Digital Transformation strategy. Could you share some tangible outcomes this policy has delivered in reducing bureaucracy and enhancing user experience?
The‘ Services 360’ policy has been a cornerstone of DEWA’ s Digital Transformation journey, streamlining services and enhancing the overall user experience. Under this policy, DEWA has re-engineered service delivery across eight key principles to provide proactive and integrated government services. DEWA launched initiatives in collaboration with government partners aimed at delivering bundled government services through unified channels. These efforts helped to reduce the number of required steps and procedures, resulting in a smoother and more flexible customer experience.
One of the most tangible examples is the‘ One Step’ initiative, which merged the electricity / water disconnection, refund and clearance certificate services and offered them through a unified government channel for individuals. This led to a 50 % reduction in the number of steps, a 37 % reduction in customer effort and a 16 % reduction in service processing time.
Rammas, DEWA’ s virtual employee
Additionally, the process of disconnecting utility services at sites marked for demolition witnessed significant improvement, with the number of steps reduced from seven to just one. This was achieved
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