Dubai Electricity and Water Authority (DEWA) has made significant progress in its adoption of autonomous artificial intelligence, transforming 16 of its 21 services in less than 90 days. The completed services account for 76% of the authority’s total, with work on the remaining five expected to be finished within the next two months.<\/p>\n
The changes go beyond introducing AI into existing systems. DEWA has redesigned several services and internal processes, allowing AI to handle tasks independently, reduce the information customers need to provide, and complete transactions in considerably less time.<\/p>\n
His Excellency Saeed Mohammed Al Tayer, Managing Director and Chief Executive Officer of DEWA, said:<\/p>\n
“In line with 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, and the directives of His Highness Sheikh Hamdan bin Mohammed bin Rashid Al Maktoum, Crown Prince of Dubai, Deputy Prime Minister and Minister of Defense, and Chairman of the Executive Council of Dubai, we continue to strengthen DEWA’s leadership in integrating self-executing and self-directed artificial intelligence into our operations. We are proud that DEWA is among the first government organizations in the United Arab Emirates to deploy these technologies at such an advanced level, reinforcing the transition from AI models that support users to models capable of executing tasks and processes in an integrated manner. We are also committed to delivering a tangible and sustainable impact for customers, employees, and all stakeholders by redesigning services and processes, accelerating completion, reducing procedures and required inputs, improving accuracy and efficiency, and providing easier, more proactive services around the clock.”<\/p>\n
DEWA’s latest achievement builds on nearly a decade of work in artificial intelligence. The authority began adopting AI solutions in 2017 and developed a dedicated roadmap aimed at becoming the world’s first AI-powered utility organization.<\/p>\n
Al Tayer noted that DEWA was among the first utility organizations worldwide to introduce artificial intelligence to improve operational efficiency. Its continued investment in these technologies has helped improve performance, increase productivity, and enhance satisfaction among customers, employees, and other stakeholders.<\/p>\n
The introduction of self-executing and self-directed AI marks a further stage in that journey. Rather than simply assisting employees or customers, these systems can carry out entire processes, bringing together information from different systems and automating tasks that previously required manual intervention.<\/p>\n
So far, DEWA has applied the technology to electricity and water activation, two services handling technical reports for electricity and water, and 13 services supported by its payment settlement system.<\/p>\n
The changes have reduced the number of steps customers must complete while allowing the authority to process transactions more efficiently.<\/p>\n
One of the clearest examples of the transformation is DEWA’s electricity and water activation service, which handles around 210,000 transactions each year.<\/p>\n
Customers previously had to provide 10 separate inputs and complete nine steps to activate their services. Following the introduction of autonomous AI, they now need to provide just three inputs and go through three steps.<\/p>\n
The time required to complete a transaction has also fallen from approximately eight minutes to two minutes, making the process 75% faster.<\/p>\n
The redesigned service is available around the clock, allowing customers to complete their electricity and water activation requests at any time through a shorter, simpler process.<\/p>\n
DEWA has also introduced autonomous AI into its payment settlement system, which supports 13 services and processes approximately 13.3 million transactions annually.<\/p>\n
The upgraded system can manage the settlement process from start to finish. It processes and verifies data, identifies unusual cases, handles exceptions, and continuously monitors operations without relying on the same level of manual involvement.<\/p>\n
The effect on processing time has been substantial. A daily settlement cycle that previously took around four hours can now be completed in just 12 minutes, a 95% reduction in the time required.<\/p>\n
With continuous monitoring built into the system, payment settlement operations can run around the clock while maintaining the verification and exception-management processes needed to handle millions of transactions.<\/p>\n
The authority has made similar changes to the way it handles electricity and water technical reports, introducing an intelligent system to manage the assignment process.<\/p>\n
When a report is received, the system classifies the request, checks the relevant information, and coordinates the workflow through to the processing of the request.<\/p>\n
Previously, assigning these reports required 16 coordinators. DEWA has now moved to a fully autonomous assignment process, with the intelligent system performing the work around the clock.<\/p>\n
The new approach automates the different stages of report assignment and reduces the need for manual coordination, while keeping the process available 24 hours a day.<\/p>\n","protected":false},"excerpt":{"rendered":"
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