Dubai Electricity and Water Authority achieves record levels in the Customer Happiness Index for the year 2025
Dubai, February 9, 2025: Dubai Electricity and Water Authority recorded the highest levels of customer happiness during the year 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 measured by the Dubai Government Excellence Programme, the happiness of customers with disabilities reached 98.02% during 2025, and the happiness rate of customers with Dubai Electricity and Water Authority reached 97.01%, while the happiness rate of service delivery partners exceeded 99% during 2024.
His Excellency Saeed Mohammed Al Tayer, Managing Director and CEO of Dubai Electricity and Water Authority, said: We are working in accordance 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 the homeland of happiness, and make Dubai the preferred place to live and work, and the preferred destination for visitors.
He added: In line with the UAE National Strategy for Artificial Intelligence 2031 and the Dubai Economic Agenda “D33”, we are keen to plan for the future in accordance with the approach of excellence and leadership and constantly develop government work to provide more efficient, quality and effective services. He pointed out that the efforts to eliminate bureaucracy and accelerate digital transformation have contributed, in addition to achieving 100% of the objectives of the “Services 360” policy, to facilitating people’s lives, exceeding their expectations and enhancing their happiness, and the rate of automation of service provision processes has reached 100%, and the percentage of self-services that do not require personal attendance is 100%. The digital adoption rate of the Authority’s services reached 99.5%, while the Authority achieved digital integration for more than 100 projects with 65 government and private entities.
His Excellency Al Tayer said: The Authority’s Customer Happiness Charter aims to enhance the involvement of stakeholders by adopting best practices and providing innovative and digital solutions that achieve their happiness. The Customer Happiness Framework revolves around 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 provide an interactive experience tailored to each customer individually, to ensure readiness for the future and provide integrated, human-centered services on all channels.
The service transformation model was developed at DEWA with the aim of identifying improvement priorities, employing a customer-focused service design methodology, and enhancing the smoothness of procedures and ease of access to services. The model also focuses on establishing a culture of continuous improvement and learning at every stage, which contributes to improving the customer experience and raising operational efficiency in a systematic manner. The model also relies on a one-government approach and cooperation with partners to build integrated experiences at the city level.
The Authority eliminated unnecessary procedures, which contributed to reducing transportation costs for those concerned. The Authority provides proactive, innovative and secure digital services and procedures. The Authority contributed to simplifying the customer’s journey through the “360 Services” policy and providing all its services digitally. It also completed a complete re-engineering of operations.
The “Easy Connection” initiative facilitated obtaining 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 “Power of the Sun” initiative, which aims to connect solar energy through faster, easier, and more efficient digital procedures, by merging the services of the No Objection Certificate for solar energy and obtaining solar energy connections, and unifying the internal procedures related to inspection operations, in addition to making use of artificial intelligence techniques, advanced analytics, and geographic information systems to provide real-time data on the production and export of solar energy and the performance of the network. The initiative contributed to facilitating the installation of solar systems and reducing more than 71,000 working hours annually.
The “Power of the Sun” and “Easy Delivery” initiatives contributed to improving internal operations, reducing the steps to obtain the service by up to 75%, and reducing the 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, and increasing the investment return for investors by about 414 million dirhams annually, in addition to achieving annual savings of more than 120 million dirhams for customers.
The Authority has developed the “Smart Billing Specialist” system, which is an advanced system supported by artificial intelligence and machine learning technologies, which analyzes internal and external notifications received from advanced billing systems, and turns them into predictive and interactive analyzes that contribute to building accurate, interconnected reports. This system allows performance indicators to be tracked in real time, and directs strategic improvement efforts based on smart insights supported by data, which increases the efficiency of billing management, enables employees to make proactive and more accurate decisions, and contributes to improving the quality of services.
The Authority also worked to automate the approval procedures for requests to recover insurance amounts up to the amount of 4,000 dirhams without the need for human intervention, which represents about 90% of recovery requests.
The step reflects the Authority’s leadership in employing modern technologies to improve the efficiency of services and speed up procedures. The new system relies on a comprehensive and accurate verification system that allows instructions to be sent to the bank to transfer the refunded amount directly to the customer’s bank account using the International Bank Account Number (IBAN), which enhances accuracy, speed and reliability.
Dubai Electricity and Water Authority is adopting artificial intelligence technologies to enhance the efficiency of its operations and raise the quality of services in order to achieve the happiness of customers and all concerned. The authority’s virtual employee, “Rammas,” supported by generative artificial intelligence and “GPT Chat” technology, recorded an increase of 10% in the number of inquiries he answered during the year 2025 compared to the year 2024.
Ramas relies on the latest artificial intelligence model to generate real-time responses by extracting relevant information directly from the content of the authority’s website.
“Rammas” provided 1.6 million immediate and accurate answers in Arabic and English during the year 2025. Since its launch in 2017 until the end of 2025, “Rammas” answered more than 12.7 million inquiries through the various communication channels provided by the Authority.
“Rammas” is available on the Authority’s website, its smart application, its account on the social networking site Facebook, Amazon’s Alexa smart systems, the Google Assistant platform, and the Authority’s robots, in addition to the “WhatsApp Business” platform at 046019999.
“Rammas” provides 11 procedural services, such as the “Easy Payment” service and “Dewa Store” offers, in addition to information about 200 services and features for all categories of stakeholders, including customers, developers, suppliers, partners, and others.
The Authority adopts advanced channels and means to communicate with customers, allowing them to submit their observations and express their opinions easily and conveniently, and ensuring the delivery of appropriate solutions quickly and with high efficiency, including the 04 platform, the unified platform for communication between the Dubai government and its customers, the Authority’s website and smart application on iOS, Android, and Huawei platforms, opinion polls, focus groups, creativity laboratories, the secret shopper, and others. Customers can also communicate with the Authority through a range of communication channels, including phone calls, e-mail, video and text chats, and other channels.
The Authority adopts the “Customer Voice Platform” system, which relies on artificial intelligence techniques to extract and analyze customer notes and comments through various sources, including electronic text conversations, social media, phone calls, focus groups and various studies. The system aims to develop accurate and immediate insights into customers’ aspirations, which supports the design and improvement of services that meet their needs.
The rate of resolving and responding to customer contributions (suggestions, observations, complaints) reached 100% during the year 2025, while the level of service quality in the Dubai Electricity and Water Authority’s call center (Customer Care Center) reached 97.58%.
The Authority provides around the clock the “Asher” service for customers with hearing disabilities to enable them to communicate with the Customer Care Center employees using sign language, and the “Hayyak” service to communicate directly with the Customer Care Center employees via text and video chats, through the Authority’s smart application and website (https://www.dewa.gov.ae).
Through the proactive “High Water Consumption Notification” service, the Authority enables customers to detect any leaks in water connections after the meter, as real-time notifications are sent to the customer if the smart meter system detects any unusual increase in consumption. Through the high water consumption notification service, the Authority succeeded in sending more than 3.2 million notifications, which contributed to saving more than 61 million cubic meters of water and achieving financial savings exceeding 743 million dirhams.
The Authority also enables customers in the residential sector through “Smart Life” to efficiently monitor their consumption of electricity and water. The “Smart Life” dashboard provides a set of smart services and features that allow customers to understand the bill and learn about its details and tariff segments, in addition to awareness-raising advice and proactive plans to raise consumption efficiency tailored to each customer and immediate notifications when consumption increases to speed up the repair of leaks. The initiative also enables customers to self-diagnose malfunctions and schedule a time for the technical team to visit the authority to conduct an inspection.
The “Sustainable Approach” program allows customers in the residential sector to compare their average monthly consumption of electricity and water with the average consumption of similar highly efficient homes. The “Away from Home” feature allows monitoring electricity and water consumption while traveling or being away from home, and the Authority sends consumption details to the registered e-mail on a daily or weekly basis.
In 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 reduces the steps necessary to deal with, follow up 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 institution to allow its customers to conduct all their transactions themselves using smart devices in the customer happiness centers. In March 2021, the authority received a stamp (100% paperless) from the Dubai Digital Authority.
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