Dubai Electricity and Water integrates assistive artificial intelligence to raise the quality of digital services

Dubai Electricity and Water Authority (DEWA) announced the integration of assistive artificial intelligence (AI) technologies across a number of its digital platforms, including the website, the smart application, the smart office application for employees, dashboards and other internal platforms, with a primary focus on service design, the digital customer experience, monitoring the quality of experience, and the Center of Excellence for testing digital systems.

This achievement strengthens the Authority’s position among the leading service providers globally in the advanced practical application of assistive artificial intelligence.

Saeed Mohammed Al Tayer, Managing Director and CEO of Dubai Electricity and Water Authority, said: “In line with 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, “may God protect him,” to consolidate Dubai’s leadership in artificial intelligence and future technologies, we continue to employ the latest artificial intelligence applications within our digital and operational system, in a way that supports the authority’s transformation into a global service institution in which artificial intelligence is an integral part of its operational and service structure.

He added that this strategic step represents a qualitative shift towards reformulating government services in the era of artificial intelligence, by moving from traditional digital interaction models to an integrated services system connected to global artificial intelligence platforms, which raises efficiency, accelerates achievement, and enhances the quality of the digital experience for customers and stakeholders.

Saeed Al Tayer stressed that the Authority continues the deliberate expansion of these technologies in accordance with the highest standards of governance, security and privacy, in support of the objectives of the UAE Strategy for Artificial Intelligence 2031 and the UAE Centennial 2071.

This step comes as an extension of the Authority’s proactive approach in anticipating national priorities and translating them into practical applications that have a direct impact on services and operations.

The Authority early established the technical and digital infrastructure necessary for this transformation, which enabled it to activate the capabilities of assistive artificial intelligence on a number of priority platforms immediately after announcing the new government directives, as it is the first government entity in the UAE to adopt the “Copilot Cowork” technology within the Microsoft 365 system, which enhances the employment of self-executing assistive artificial intelligence and leadership within the institutional work environment.

Assistive artificial intelligence has contributed to supporting the design, programming, and development processes of digital services and platforms, thus enhancing the efficiency of building the Authority’s design system and ensuring its continuous development. It also allows the generation of digital models and monitoring of any deviations from approved standards. This has reduced the time required to produce digital components and improved the consistency of designs across digital interfaces by 80%.