DEWA presents a comprehensive roadmap for employing generative artificial intelligence techniques

In the presence of Saeed Mohammed Al Tayer, Managing Director and CEO of Dubai Electricity and Water Authority (DEWA), the authority welcomed the year 2025 by reviewing a comprehensive roadmap for employing generative artificial intelligence technologies, and launching a strategic framework aimed at integrating these technologies, the most important of which is “Microsoft 365 Copilot”, in all its operations. Operational and service.

Improving customer experience and happiness

The framework aims to enhance operational efficiency and improve customer experience and happiness, which consolidates the Authority’s position as a pioneer in technical innovation at the government level. The event was attended by Eng. Marwan bin Haider, Executive Vice President for the Innovation Sector. The future and the senior management team at the Authority.

Saeed Mohammed Al Tayer stressed the Authority’s commitment to the 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, which calls for keeping pace with the latest global innovations and technologies.

He said: “At the Authority, we are working to anticipate and create the future, in line with the UAE National Strategy for Artificial Intelligence 2031, by adopting innovative digital solutions that enhance the country’s competitiveness, ensure rapid response to global changes, and open new horizons for sustainable growth in the energy and water sectors.”

He pointed out that the Authority’s adoption of generative artificial intelligence technologies, including the “Microsoft Power Platform” and the smart assistant “Microsoft 365 Copilot”, essentially contributes to improving performance and productivity, and enhancing the happiness of employees and customers alike.

The Authority’s journey with artificial intelligence

The Authority’s journey with artificial intelligence began in 2017, when it was one of the first service institutions in the world to adopt “Copilot” technology from Microsoft.

The Authority was also the first to use “GPT Chat” technology to improve its services and enhance the customer experience through its digital channels, including its virtual employee, “Rammas.”

As part of its ongoing efforts to enhance innovation and digital transformation, the Authority has expanded the scope of the use of generative artificial intelligence techniques to include a wide range of vital areas, including Remas for business enhancement, Remas for customers, information security, the machine learning tool from SAP, the digital employee experience, and the assessment center. In the Authority, in addition to human resources services, security policies, financial statements, your electronic services portal, IT support office services, governance and compliance procedures, future forecasting platforms, and Power BI, And the LinkedIn educational platform.