Dubai Electricity and Water Authority has become one of the first utilities worldwide to deploy agentic artificial intelligence across a live production environment, marking a major step in the emirate's digital transformation drive.
The rollout follows directives from His Highness Sheikh Mohammed bin Rashid Al Maktoum, Vice President, Prime Minister and Ruler of Dubai, to expand AI adoption across government services.
The technology now runs across DEWA's website, smart app, the Smart Office employee app, dashboards and internal platforms. Initial priorities include service design, customer digital experience, quality monitoring and the Testing Centre of Excellence.
Saeed Mohammed Al Tayer, DEWA's MD and CEO, said the move supports the authority's shift from traditional digital interaction models to an integrated service ecosystem connected to global AI platforms, improving efficiency and service quality for customers and stakeholders. He noted the expansion aligns with the UAE Strategy for Artificial Intelligence 2031 and UAE Centennial 2071, alongside strict governance, security and privacy standards.
AI agents are already supporting UI and UX designers and front end engineers, generating components and flagging deviations from approved standards. This has cut production and review time while improving design consistency by around 80 percent.
At the Testing Centre of Excellence, AI agents now generate test plans and cases directly from specifications and run automated testing across performance, security, integration and accessibility categories. The authority reports an 85 percent boost in verification efficiency and up to 93 percent improvement in digital channel quality.
DEWA also became the first UAE government entity to adopt Microsoft Copilot Cowork, and its virtual assistant Rammas, now powered by GPT-4o, has handled over 13 million customer inquiries since 2017.
News Source: Emirates News Agency
