Dubai Electricity and Water Authority (DEWA)’s virtual employee ‘Rammas’, which uses generative Artificial Intelligence (AI), enriches the customer experience thanks to its superior ability to interact with users, better understand their needs and enquiries, and respond promptly and accurately in both Arabic and English, while ensuring a safe and practical experience. DEWA is the first utility globally and UAE government entity to use generative AI to interact with customers and answer their queries.In 2023, Rammas answered 1,835,179 enquiries, an increase of 39% compared to 2022, when he answered 1,319,708 enquiries. Since its launch in 2017, Rammas has responded to more than 8.5 million enquiries through DEWA’s various communication channels.“We are keen to provide DEWA’s services according to the highest standards of availability, reliability, efficiency, and quality by utilising the disruptive technologies of the Fourth Industrial Revolution. We attach great importance to investing in AI technologies to advance services and enhance DEWA’s position locally and globally regarding customer experience and service accessibility. Using generative AI in DEWA’s virtual employee Rammas enriches the customer experience with its ability to learn, understand and analyse customer needs based on available data and information,” said HE Saeed Mohammed Al Tayer, MD & CEO of DEWA.In addition to its ability to learn, Rammas facilitates transactions and provides information through direct interaction from the list of services or direct questions. It provides 11 procedural services, such as EasyPay and DEWA Store offers. It also offers information on 200 services and features for all stakeholders, including customers, developers, suppliers, partners and others.Generative AI is a form of AI that can produce text, images, and various content based on its training data. DEWA started using ChatGPT, one of the most widespread applications of generative AI, since April 2023 on its website and smart app through Rammas, 

The Organising Committee of the Gov Games signed a partnership agreement with Dubai Electricity and Water Authority (DEWA) to be a Silver Sponsor for Gov Games for the fifth year in a row. The Gov Games, which is held under the directives of HH Sheikh Hamdan bin Mohammed bin Rashid Al Maktoum, Crown Prince of Dubai and Chairman of the Executive Council of Dubai, has become one of the most prominent team-building events within the sports agenda in Dubai. This year’s edition will be held from 29 February to 3 March 2024."With the directives and support of the top management, we are pleased that DEWA is the Silver Sponsor of the Gov Games for the fifth year in a row. The Gov Games has become one of the key sports events in Dubai, playing an integral role in strengthening relationships among local government entities and their regional and international peers. This sponsorship is part of DEWA’s social responsibility to encourage employees and society members to adopt a healthy lifestyle and make sports an essential part of their lives, as well as supporting positive competitiveness among participants, within the framework of the sporting spirit that characterises sports events held in Dubai," said Dr. Yousef Al Akraf, Executive Vice President of Business Support and Human Resources at DEWA and Chairman of DEWA’s Sports Committee.Active partnership“DEWA has always participated effectively in supporting the activities and events that foster a healthy lifestyle, while focusing on enhancing cultural cohesion and instilling the values of teamwork and respect among teams. The goal is to ensure a brighter and more sustainable future for the current and future generations. As such, we are pleased with DEWA’s active support for the Gov Games for the fifth year in a row, to ensure a successful and distinguished edition of the event for all participating teams,” said Marwan bin Issa, Director of Gov Games.Various categoriesGov Games 2024 is held in partnership with DP World as an Official Partner and Emirates General Petroleum Corporation (Emarat) and Damac Properties as Golden Sponsors. This year’s edition will see the participation of junior participants, as was announced last year. This addition aims to foster strategic thinking, teamwork, and mental and physical strength. Participants will undergo an enriching experience that enhances their character and motivates them to improve themselves.The first four editions of Gov Games saw widespread local, regional, and international participation, with over 4,500 participations in the Battle of the Government, Battle of the Community, and Battle of the Cities categories.

 In addition to its leading projects and initiatives in clean and renewable energy, Dubai Electricity and Water Authority (DEWA) continues its full commitment to global sustainability goals. This is achieved through its comprehensive system of its operations and its pioneering success in digital transformation, especially in customer services. DEWA recorded a global percentage of over 99% in digital adoption this year. 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. DEWA also intends to launch a new feature that allows customers to use its digital channels with a low carbon footprint. This feature empowers customers to conserve natural resources and achieve sustainability. The feature helps them consume less energy when using their devices and DEWA’s digital services.“We are keen to enhance the sustainability of all our operations. In the Year of Sustainability in the UAE, we intensify our efforts to enhance DEWA’s leadership and excellence in digital transformation and develop our technological infrastructure. We continue to provide innovative and proactive services to increase efficiency, effectiveness, and productivity, in addition to protecting the environment and supporting sustainable and comprehensive development. This is in line with DEWA’s vision to be a globally leading sustainable innovative corporation committed to achieving Net-Zero by 2050. From 2017 to the end November 2023, DEWA’s digital transformation contributed to achieving financial savings for customers and DEWA exceeding AED 2.8 billion. It also contributed to reducing more than 230,000 tonnes of carbon emissions, which is equivalent to planting over 260,000 trees,” said HE Saeed Mohammed Al Tayer, MD & CEO of DEWA.DEWA’s website and smart app are hosted at the green data centre by Moro Hub, a subsidiary of Digital DEWA, the digital arm of DEWA. The green data centre, at the Mohammed bin Rashid Al Maktoum Solar Park, is recognised by the Guinness World Records as the world’s largest solar-powered data centre. An exemplary model for combining cutting-edge digital and power electronic technologies to create an advanced green ICT infrastructure powered by renewable energy, the green data centre offers digital products and services using Fourth Industrial Revolution technologies such as cloud services, the Internet of Things (IoT) and Artificial Intelligence (AI), among others.As a Principal Pathway Partner of COP28, hosted by the UAE at Expo City Dubai, DEWA contributed to the success of this global event, which highlighted the UAE’s accomplishments in supporting global climate action. DEWA’s stand in the Green Zone showcased DEWA’s prominent projects and globally leading programmes. It also highlighted DEWA’s efforts in clean and renewable energy, digital transformation, green mobility, smart grids, innovation, and the latest disruptive technologies.

Dubai Electricity and Water Authority (DEWA) has adopted Microsoft Power Platform and its AI-powered tool Copilot. The move is part of DEWA’s efforts to utilise the latest global technologies in all areas and benefit from the capabilities of generative AI to enhance DEWA’s digital transformation. Copilot will assist software developers at DEWA in building smart programmes and applications that support DEWA’s operations more smoothly and efficiently by utilising generative AI tools.“We work to develop DEWA’s digital channels using the latest disruptive technologies of the Fourth Industrial Revolution and generative AI tools. This aligns with the vision of His Highness Sheikh Mohammed bin Rashid Al Maktoum, Vice President and Prime Minister of the UAE and Ruler of Dubai, to make Dubai the smartest and happiest city in the world. Adopting the Microsoft Power Platform Copilot is part of our efforts to utilise AI in all our services and operations. DEWA invests in its digital infrastructure to enhance the digital transformation to promote stakeholders’ happiness and provide value-added advanced digital services,” said HE Saeed Mohammed Al Tayer, MD & CEO of DEWA.The Copilot supports developers and programmers in writing code and developing applications. It understands the context of the code being written and provides suggestions and guidance to programmers during the programming process, in addition to tips on how to format code and correct errors to speed up the development process.

Dubai: As part of its efforts to adopt the disruptive technologies of the Fourth Industrial Revolution and provide its employees with the latest programmes and tools, Dubai Electricity and Water Authority (DEWA) organised a workshop on generative Artificial Intelligence (AI) in collaboration with Google Cloud. The workshop, which saw the participation of many employees from all divisions, aimed to raise their awareness of generative AI and provide them with the necessary resources and tools to keep up with the latest developments in this field.“DEWA contributes to achieving the wise leadership’s vision to make Dubai the smartest and happiest city in the world. This is achieved by adopting the latest disruptive technologies of the Fourth Industrial Revolution, including AI, to enrich the experiences of customers, employees, and other stakeholders. AI and digital solutions are the foundation for smart, secure and sustainable future cities. In this regard, we are keen to instil a culture of continuous learning and build the capabilities of our employees through workshops and training courses in collaboration with our leading global partners. These efforts align with the UAE Artificial Intelligence Strategy to create productive, creative, and innovative environments by investing in and using AI technologies and tools. DEWA started its AI journey in 2017, and we are currently enriching our services with generative AI technologies to enhance performance and improve service quality,” said HE Saeed Mohammed Al Tayer, MD & CEO of DEWA.The workshop featured various topics related to deep learning and neural networks for AI. The speakers gave an overview of generative AI use cases across DEWA’s work areas. This includes improving productivity, enhancing efficiency, supporting decision-making procedures, enriching administrative operations, and providing innovative and advanced services that meet the needs of stakeholders, anytime and anywhere. The workshop also showcased generative AI models and trained participants to use the Qwiklabs and AI Vertex platforms. The workshop concluded with a brainstorming session on the anticipated use cases of this technology in DEWA.

Dubai: After launching it last February, and as part of its strategy to employ Artificial Intelligence (AI) technologies across all its operations and services, Dubai Electricity and Water Authority (DEWA) announced the pilot use of ChatGPT, since April 2023, on its website through Rammas, DEWA’s virtual employee, to enhance customer experience.“The wise leadership pays great attention to leveraging AI technologies across all sectors. At DEWA, we are keen to enrich the customer experience through smart services that save their time and effort using the latest AI tools. This supports the UAE National Strategy for Artificial Intelligence 2031, the Dubai 10X initiative and the Smart Dubai initiative, which aims to make Dubai the smartest and happiest city in the world. This is also part of our efforts to use AI in all our services and operations to reduce the number of visits to our customer happiness centres and contribute to shaping a new digital future for Dubai through Digital DEWA, our digital arm, that aims to make us DEWA first digital utility in the world with autonomous systems for renewable energy and storage, with the expansion of the use of AI and digital services,” said HE Saeed Mohammed Al Tayer, MD & CEO of DEWA.“We always strive to improve customer experience and provide our services according to the highest standards of availability, reliability, efficiency and quality. This step to use ChatGPT in Rammas confirms our ongoing efforts to leverage the disruptive technologies of the Fourth Industrial Revolution to accelerate digital transformation and provide advanced digital services with added value that enriches the experience and happiness of customers,” added Al Tayer.Since its launch in the first quarter of 2017 until the end of April 2023, Rammas has answered more than seven million enquiries. ChatGPT will contribute to enhancing its capabilities due to its superior ability to interact with users and better understand their needs. It will also improve its ability to learn, understand, and analyse customer enquiries based on available data and information to respond promptly and accurately.DEWA is working to enrich its services with ChatGPT. It is the first utility in the world and the first government organisation in the UAE to use this modern technology as part of its continuous efforts to enhance its leadership locally and globally.

Dubai Electricity and Water Authority (DEWA) has been recognised as the second most valuable Middle Eastern utilities brand and its brand value has risen by 30%, according to Brand Finance, the world’s leading brand valuation consultancy. HE Saeed Mohammed Al Tayer, MD&CEO of DEWA has been ranked 3rd among the top CEOs in the Middle East as per the Brand Guardianship Index 2023 issued by Brand Finance.Brand Finance notes that leaders who build the most sustainable legacy for their businesses are those who balance the needs of investors, employees, customers, partners, governments, regulators and the media. Brand Finance uses a balanced scorecard of measures that capture the ability of a CEO to act as the guardian of their company's brand and a steward of long-term shareholder value.The Brand Guardianship Index includes three main pillars including 'Equity' factors which reflect current perceptions, 'Performance' factors which reflect the tangible results of these perceptions, and 'Investment' factors which support future performance. These three pillars are informed by various sub-measures. DEWA’s results surpass major European and American utilities in several key performance indicators. Losses from electricity transmission and distribution networks were reduced to 2.2% compared to 6-7% in Europe and the USA. Water network losses were also reduced to 4.5% compared to around 15% in North America. DEWA has achieved a new world record in electricity Customer Minutes Lost (CML) per year. Dubai recorded 1.19 minutes per customer, compared to around 15 minutes recorded by leading utility companies in the European Union.  

Saeed Mohammed Al Tayer, MD & CEO of Dubai Electricity and Water Authority (DEWA) announced that DEWA is working to enrich its services with ChatGPT technology supported by Microsoft. This will make DEWA the first utility globally and the first UAE government entity to use this new technology. This is part of DEWA’s continuous efforts to promote its leadership locally and globallyThe announcement was made as Saeed Al Tayer received Naim Yazbeck, General Manager of Microsoft UAE. The move underlines DEWA’s pioneering successes in all digital areas and is a continuation of its use of Artificial Intelligence (AI), which started in 2017 by developing an AI roadmap. DEWA has already launched various services and initiatives that use AI to enrich the experiences of customers, employees, and other stakeholders.The meeting was attended by Marwan Bin Haidar, Executive Vice President of Innovation and Future at DEWA, and Mohammed bin Sulaiman, CEO of Moro Hub (Data Hub Integrated Solutions),DEWA intends to provide ChatGPT technology through Moro Hub (Data Hub Integrated Solutions LLC), a subsidiary of Digital DEWA. The aim is to provide services supported by this technology and employ it in serving customers and employees. This will ensure providing integrated and advanced services that enhance productivity and meet current and future needs.“Our collaboration with Microsoft is a translation of 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, to benefit from digital technologies and Artificial Intelligence to improve performance and enhance people's lives. It also supports the Dubai 10X initiative launched by His Highness, and our endeavour to contribute to shaping a new digital future for Dubai through Digital DEWA, the digital arm of DEWA, becoming the world’s first digital utility to use autonomous systems for renewable energy and storage. We are also expanding the use of AI and digital services,” said Al Tayer. “DEWA is investing in developing its digital infrastructure to accelerate its digital transformation to enhance customer happiness and provide added-value advanced digital services that enrich their experiences. This promotes DEWA’s global position as one of the most distinguished and pioneering utilities in the world, added Al Tayer.“We applaud DEWA for their pioneering spirit and look forward to further exploring the possibilities of integrating cutting edge technologies into their products to enhance their business, services and customer experience,” said Naim Yazbeck, General Manager of Microsoft UAE.ChatGPT, which uses AI and smart algorithms, is distinguished by its superior ability to interact with users through dialogue, in addition to its advanced ability to learn and understand their needs and enquiries. It is also capable of writing programming codes and solving coding problems, in addition to its ability to create different scenarios.SH

Dubai Electricity and Water Authority (DEWA)’s website and smart app results recorded 99.97% during the third quarter of 2022, according to the mystery shopper study for government entities in Dubai conducted by the Dubai Government Excellence (DGE) of the General Secretariat of the Executive Council of Dubai.Saeed Mohammed Al Tayer, MD & CEO of DEWA, highlighted the importance that DEWA attaches to the results of the mystery shopper study as one of the most important tools for developing government work. Al Tayer expressed his happiness with these results, stressing that they are the result of DEWA’s work to achieve the wise leadership’s vision to make government services in the UAE the best in the world. This also supports DEWA’s efforts to provide a smooth, easy, and value-added experience for all stakeholders through digital services that save their time and effort. This is achieved by relying on the latest disruptive technologies and Artificial Intelligence tools.“We offer an unconventional model of digital services through smart devices and channels. This supports the Dubai 10X initiative launched by His Highness Sheikh Mohammed bin Rashid Al Maktoum, Vice President and Prime Minister of the UAE and Ruler of Dubai, which mandates the Government of Dubai to be a global leader, and the Services 360 policy by Government of Dubai to provide seamless, proactive, integrated, and specialised services that meet customer expectations. Through Digital DEWA, our digital arm, we strive to redefine the concept of utilities and create a new digital future for Dubai, to become the premier digital organisation in the world; with autonomous systems for renewable energy and storage and the expansion of AI and digital services. DEWA provides all its services through its website and smart app, in addition to several digital channels that help customers complete their transactions at any time and from anywhere. This saves their time and effort, and contributes to protecting the environment and natural resources and reducing carbon emissions. This also enhances DEWA’s excellence and global leadership in all fields, and supports the Smart Dubai initiative to make Dubai the happiest and smartest city in the world,” added Al Tayer.Smart adoption of DEWA’s services reached 98.99% by the end of the third quarter of 2022. For the same period, DEWA scored 98% in the Dubai Government’s Instant Happiness Index by Dubai Digital Authority. This year, the Centre has been ranked among the top three call centres in the assessment conducted by the Dubai Model Centre in partnership with Digital Dubai Authority. The integrated interactive digital Centre, which is managed by Moro Hub (Data Hub Integrated Solutions), a subsidiary of Digital DEWA, the digital arm of DEWA, provides a wide range of procedural and information services through an Interactive Voice System (IVR) enhanced by AI and available around the clock.

Dubai Electricity and Water Authority (DEWA) has launched its ‘DEWAVerse’ platform on the Metaverse and became the 1st local government organisation to launch its platform on the Metaverse to provide its services to customers, employees, and members of the society.DEWA invests in Metaverse technology to implement and develop its current and future projects, which contributes towards stakeholder happiness, the development of business, enhancing efficiency and production, and reducing costs.This was announced during DEWA’s Digital Transformation Steering Committee Meeting, where McKinsey also attended and presented the Digital Quotient Assessment 2022 report, highlighting that DEWA has maintained its position as a global digital leader in utilities.Saeed Mohammed Al Tayer, MD & CEO of DEWA, said, “At DEWA, we strive to enhance our use of the Fourth Industrial Revolution technologies, including the Metaverse, which is a key pillar and a new method of work in all vital sectors, to harness this technology to find new opportunities and provide innovative solutions that accelerate growth to enhance Dubai’s position regionally and globally.”During the meeting, seven projects using Metaverse technology were reviewed. These include the Customer Service Centre, the 1st of its kind locally, which enables customers to communicate with the Customer Care Center agents to answer their inquiries and complete transactions in the virtual world. DEWA Workplace enables users to move around the DEWA buildings and hold meetings in the virtual world. DEWA Future Lab enables users to hold brainstorming sessions, discuss challenges and develop the best solutions using innovation tools in the virtual world. The First Aid and Fire Safety introduces first aid and fire safety procedures virtually. MetaDrone gathers information on solar panels, fix them, and generate reports using VR. DEWA Onboarding allows new employees to learn about DEWA vision and mission virtually.DEWA was one of the first government entities in Dubai to complete the smart transformation of all its services by 100 percent in 2014. DEWA’s key milestones in its journey include adopting Google Glasses in 2014, which constituted a new shift in the quality of services provided. The app was specifically designed to suit the needs of DEWA to monitor any malfunctions at its stations.In 2016, DEWA adopted the HoloLens Technology from Microsoft, to enhance its operations and improve productivity. DEWA was the first government organisation to adopt this technology in electricity and water services. DEWA also started using the Smart Helmet & Smart Glasses (DAQRI) in 2017, which works with virtual reality technology to support engineers in power plants.Lina Ibrahim