Dubai, UAE: Dubai Electricity and Water Authority (DEWA) continued to record the highest levels of customer happiness in 2025, achieving 98.9% in the Dubai Government's Real-Time Happiness Index, which is measured by the Dubai Digital Authority. According to the results of the Customer Happiness Index study, conducted by the Dubai Government Excellence Program, the happiness rate of customers with disabilities reached 98.02% in 2025. DEWA's overall customer happiness rate reached 97.01%, while the happiness rate of its service providers exceeded 99% in 2024.

His Excellency Saeed Mohammed Al Tayer, Managing Director and CEO of Dubai Electricity and Water Authority (DEWA) , said: “We are working in line with the forward-looking vision of His Highness Sheikh Mohammed bin Rashid Al Maktoum, Vice President and Prime Minister of the UAE and Ruler of Dubai, may God protect him, to make the UAE a nation of happiness, and Dubai the preferred place to live and work, and the preferred destination for visitors. In accordance with the UAE National Strategy for Artificial Intelligence 2031 and Dubai’s Economic Agenda ‘D33’, we are committed to planning for the future with a focus on excellence and leadership, and to continuously developing government work to provide more efficient, higher-quality, and more effective services. Our efforts to eliminate bureaucracy and accelerate digital transformation, along with achieving 100% of the targets of the ‘Services 360’ policy, have contributed to making people’s lives easier, exceeding their expectations, and enhancing their happiness. The automation of service delivery processes has reached 100%, and the percentage of self-service options that do not require personal attendance is also 100%. The digital adoption rate of DEWA services has reached 99.5%, while DEWA has achieved digital integration for more than 100…” A project with 65 governmental and private entities."

His Excellency Al Tayer added: “The Authority’s Customer Happiness Charter aims to enhance stakeholder engagement by adopting best practices and providing innovative and digital solutions that achieve their happiness. The Customer Happiness Framework is centered on employing artificial intelligence and designing services based on understanding and analyzing the emotional state of customers to meet their needs and predict their requirements, and providing an interactive experience tailored to each customer individually, to ensure readiness for the future and provide integrated, human-centered services across all channels.”

"Services 360" policy

The Dubai Electricity and Water Authority (DEWA) developed its service transformation model to prioritize improvements, employ a customer-centric service design methodology, and enhance streamlined procedures and ease of access to services. The model also focuses on fostering a culture of continuous improvement and learning at every stage, contributing to a systematic enhancement of the customer experience and operational efficiency. Furthermore, the model is based on a unified government approach and collaboration with partners to build integrated city-wide experiences.

The authority has eliminated unnecessary procedures, which has helped reduce travel costs for stakeholders. It offers proactive, innovative, and secure digital services and procedures. The authority has streamlined the customer journey through its "Services 360" policy and made all its services available digitally, and has completed a full re-engineering of its processes.

New initiatives

The "Easy Connection" initiative facilitated access to electricity connections and enhanced the experience of consultants and contractors in the Authority's technical services by integrating related services.

The authority also launched the "Solar Power" initiative, which aims to streamline solar energy processes through faster, easier, and more efficient digital procedures. This is achieved by integrating the solar energy no-objection certificate and solar energy connection services, and by standardizing internal inspection procedures. The initiative also leverages artificial intelligence, advanced analytics, and geographic information systems to provide real-time data on solar energy production, exports, and grid performance. This initiative has facilitated the installation of solar systems and reduced working hours by more than 71,000 annually.

The “Power of the Sun” and “Easy Delivery” initiatives have contributed to improving internal processes, reducing the steps to obtain the service by up to 75%, and reducing completion time by up to 50%, which brings great benefits to consultants and contractors. These improvements have directly contributed to accelerating the launch of investment projects in Dubai, increasing the return on investment for investors by about AED 414 million annually, in addition to achieving annual savings of more than AED 120 million for customers.

Secure, 24/7 digital services to enhance customer satisfaction

The Authority developed the "Smart Billing Specialist" system, an advanced system powered by artificial intelligence and machine learning technologies. This system analyzes internal and external notifications from advanced billing systems, transforming them into predictive and interactive analytics that generate accurate, interconnected, and real-time reports. It enables real-time tracking of performance indicators and guides strategic improvement efforts based on intelligent, data-driven insights. This enhances billing efficiency, empowers employees to make more proactive and accurate decisions, and contributes to improved service quality.

The Authority has also automated the process for approving insurance refund requests up to AED 4,000 without human intervention, representing approximately 90% of refund requests. This step reduces the refund processing time from four days to just half an hour. The system operates 24/7, independent of official working hours. This initiative reflects the Authority's leadership in utilizing modern technologies to enhance service efficiency and expedite procedures. The new system relies on a comprehensive and accurate verification system that allows for sending instructions to the bank to transfer the refund directly to the customer's bank account using the International Bank Account Number (IBAN), thus enhancing accuracy, speed, and reliability.

The Dubai Electricity and Water Authority (DEWA) is adopting artificial intelligence (AI) technologies to enhance the efficiency of its operations and improve service quality, thereby ensuring customer and stakeholder satisfaction. DEWA’s virtual employee, “Rammas,” powered by generative AI and ChatGPT technology, recorded a 10% increase in the number of inquiries it answered in 2025 compared to 2024. “Rammas” utilizes the latest AI model to generate real-time responses by extracting relevant information directly from DEWA’s website content. In 2025, “Rammas” provided 1.6 million immediate and accurate answers in both Arabic and English. Since its launch in 2017 until the end of 2025, “Rammas” has answered more than 12.7 million inquiries across DEWA’s various communication channels. “Rammas” is available on the Authority’s website and smart application, its Facebook account, Amazon’s Alexa smart systems, Google Assistant platform, the Authority’s robots, in addition to the “WhatsApp Business” platform on the number 046019999.

Rammas stands out for its superior ability to interact with users, better understand their needs and inquiries, and then make the necessary decisions to provide accurate and immediate responses in both Arabic and English, ensuring a safe and efficient user experience. In addition to its learning capabilities, Rammas offers 11 procedural services, such as the "Easy Payment" service and DEWA store offers, along with information on 200 services and features for all stakeholders, including customers, developers, suppliers, partners, and others.

The Authority employs advanced channels and methods to communicate with its customers, enabling them to easily submit their feedback and opinions, and ensuring the swift and efficient delivery of appropriate solutions. These include the 04 platform, the unified communication platform between the Dubai government and its customers; the Authority's website and smart application on iOS, Android, and Huawei platforms; opinion polls; focus groups; innovation labs; mystery shoppers; and more. Customers can also contact the Authority through a range of communication channels, including phone calls, email, video and text chats, and other methods.

The authority has adopted the "Customer Voice Platform" system, which relies on artificial intelligence technologies to extract and analyze customer feedback and comments from various sources, including text messages, social media, phone calls, focus groups, and studies. The system aims to develop accurate and immediate insights into customer expectations, supporting the design and improvement of services that meet their needs.

The integrated, interactive digital customer care center includes a unified and advanced database that enables staff to respond to customer inquiries more accurately and quickly. The center features an AI-powered dynamic menu that allows staff to identify callers and access their communication history with the authority across various channels, including all voice calls, email correspondence, and instant video and text chats. The center also incorporates voice analysis technology that analyzes the customer's emotional state.

The percentage of resolving and responding to customer input (suggestions, comments, complaints) reached 100% during 2025, while the level of service quality at the Dubai Electricity and Water Authority's call center (customer care center) reached 97.58%.

The Authority provides around the clock the “Ashir” service dedicated to customers with hearing disabilities to enable them to communicate with the staff of the Customer Care Center in sign language, and the “Hayyak” service to communicate directly with the staff of the Customer Care Center via text and video chats, through the Authority’s smart application and website (https://www.dewa.gov.ae).

Through its proactive "High Water Consumption Notification" service, the authority enables customers to detect any leaks in their water connections after the meter. Instant notifications are sent to customers if the smart meter system detects any unusual increase in consumption. The authority has successfully sent over 3.2 million notifications through this high water consumption notification service, contributing to the saving of more than 61 million cubic meters of water and generating financial savings exceeding AED 743 million.

as   Through its "Smart Living" initiative, the authority enables residential customers to efficiently monitor their electricity and water consumption. The "Smart Living" dashboard offers a range of smart services and features that allow customers to understand their bills, view detailed information and tariff tiers, and access personalized tips and proactive plans to improve efficiency. It also provides instant notifications when consumption increases, prompting prompt repair of leaks. Furthermore, the initiative allows customers to self-diagnose faults and schedule a technical inspection visit from the authority.

The "My Sustainable Way" program allows residential customers to compare their average monthly electricity and water consumption with that of similar, high-efficiency homes. The "Away from Home" feature enables monitoring of electricity and water consumption while traveling or away from home, with DEWA sending daily or weekly consumption details to the registered email address. Exclusive discounts and offers are available through the DEWA Store for purchasing energy-efficient appliances and smart home systems.

With one step and through the "Smart Response" service for technical reports for electricity and water, the Authority enables customers to self-diagnose technical faults inside homes and reduce the steps required to deal with, follow up on and resolve reports through the Authority's smart application and website.

Since 2020, the Authority has transformed its customer happiness centers into 100% self-service centers, becoming the first government entity to allow its customers to conduct all their transactions themselves using smart devices at the customer happiness centers. In March 2021, the Authority received the "100% Paperless" seal from the Dubai Digital Authority.

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