DEWA Boosts Digital Efficiency with Full Service Automation
HE Saeed Mohammed Al Tayer, MD & CEO of Dubai Electricity and Water Authority (DEWA), announced DEWA's commitment to supporting the directives of HH Sheikh Mohammed bin Rashid Al Maktoum. The initiative aims to eliminate bureaucracy and enhance the UAE's global competitiveness.
The UAE ranked first globally in the 2025 Absence of Bureaucracy Index. This index is part of the Government Efficiency pillar in the IMD World Competitiveness Ranking.
Al Tayer revealed that DEWA has achieved full digital integration across over 100 projects. This was done in collaboration with 65 government and private entities. He also reported that DEWA's service automation reached 100%.
As a result, digital adoption of DEWA's services rose to 99.5%. Customer happiness increased to 98.3%, while service quality reached 95%.
DEWA implemented the 'Services 360' policy, eliminating 90% of service delivery points. This move streamlined procedures and improved customer satisfaction.
Currently, all DEWA services are available through its website, smart app, and unified government channels. The authority has redesigned its services to be entirely digital, from application to document issuance.
Al Tayer announced the success of the 'High Water Usage Alert' service. Over 3.2 million alerts were issued to detect building leaks. This helped save more than 61 million cubic metres of water and AED 743 million.
He stressed that DEWA is committed to cutting unnecessary steps and reducing transportation costs for users. It aims to provide proactive, secure, and innovative digital services.
Digital transformation has improved monitoring, data accuracy, and early issue detection. Through an integrated system, officials can now make quicker, data-driven decisions. This has enhanced transparency and trust in government operations.
Al Tayer highlighted two key initiatives:
• The Smart Response Water service, powered by AI, reduced field steps from 10 to 5 and enabled single-step self-diagnosis. It also cut report times by 45% and field visits by 36%, raising customer satisfaction to 95.7%.
• The Smart Water Interruptions Management System reduced technical reports and shrank reporting time from two hours to one click. Real-time performance metrics and faster response times from 45 minutes to 10 were also achieved.
DEWA continues to advance automation and digital excellence to improve service delivery, reduce costs, and support national goals.
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