DEWA to embed generative AI across its operations
Image: DEWA
Dubai Electricity and Water Authority (DEWA) has set out a plan to utilise generative AI by embedding Microsoft Copilot across all its operations and services.
The plan extends the use by DEWA of AI, which began in 2017, and the growing use of MS Copilot since its introduction in September 2024.
The aim is to enhance operational efficiency and improve customer experience and happiness, as well as consolidate DEWA’s position as a pioneer in government technological innovation, according to a statement.
In the statement HE Saeed Mohammed Al Tayer, MD and CEO of DEWA, emphasises the company’s commitment to keep pace with the latest global innovations and technologies.
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“At DEWA, we anticipate and shape the future, in line with the UAE National Strategy for Artificial Intelligence 2031, by adopting innovative digital solutions that enhance the UAE’s competitiveness, ensure rapid responses to global changes and open new horizons for sustainable growth in the energy and water sectors,” he said.
Along with MS Copilot, DEWA also introduced the Microsoft Power Platform development tools and has been a pioneer in the use of ChatGPT to enhance its services and customer experience via its digital channels including its virtual employee, Rammas.
As part of its ongoing efforts to drive innovation and digital transformation, DEWA has expanded the use of generative AI to include a wide range of areas, including ‘Rammas for You’ and ‘Rammas for Work’, information security, the SAP system, employees’ digital experience and DEWA’s evaluation centre.
Other areas include human resources services, security policies, financial data, the customer eservices portal, IT support office services, governance and compliance procedures, future insights platforms, business intelligence and LinkedIn learning.
As a reflection of its efforts to develop sustainable solutions DEWA has reported more than 60 visits to its R&D Centre between 2022 and 2024 at its home at the Mohammed bin Rashid Al Maktoum Solar Park with participants ranging from governments and diplomats to academics and researchers.
