The Dubai Electricity and Water Authority (DEWA) has cemented its status as a global benchmark for public service excellence, achieving near-perfect customer happiness scores in 2025. Driven by aggressive digital transformation and a commitment to zero bureaucracy, the utility registered 98.9% on the Dubai Government’s Instant Happiness Index, continuing an upward trend that showcases the success of human-centric, AI-powered service delivery models across the emirate.
This sustained high performance is not merely a number; it reflects DEWA’s strategic alignment with the UAE’s national agenda, which aims to make Dubai the world’s most desirable city for living and working. The impressive result builds on a strong 2024 showing and includes a 98.02% satisfaction rate on the Dubai Government Customers of Determination Index, demonstrating inclusivity in its service provision.
Accelerating Digital Transformation and Service Excellence
DEWA’s success is directly attributable to its adherence to key government strategies, including the UAE National Strategy for Artificial Intelligence 2031 and the Dubai Economic Agenda (D33). According to Saeed Mohammed Al Tayer, MD & CEO of DEWA, the organization aims to shape its future plans by prioritizing continuous advancement and high-quality service delivery.
“Our commitment to achieving zero bureaucracy and accelerating digital transformation has made people’s lives easier, exceeded their expectations and enhanced their overall happiness,” Al Tayer noted. This commitment is tangible: service automation has reached 100%, and digital adoption across DEWA’s offerings is currently at 99.5%. Furthermore, the utility has digitally integrated over 100 projects in partnership with 65 governmental and private organizations, ensuring a seamless, integrated city-wide experience.
Proactive and Personalized Customer Engagement
DEWA’s strategy goes beyond merely digitizing existing services; it focuses on creating a proactive and personalized experience. The DEWA Customer Happiness Framework integrates AI-driven intelligence with emotionally attuned service design, ensuring an effortless, omni-channel journey for every user.
Key initiatives exemplify this commitment to simplified interaction and efficiency:
- Easy-Connect Initiative: This effort streamlined the process for contractors and consultants to secure electricity connections, reducing service delivery steps by up to 75% and cutting completion times by 50%. This acceleration of processes has benefited Dubai’s investment landscape, increasing annual investor returns by an estimated AED414 million.
- Sun Power Initiative: Designed to facilitate solar energy adoption, this program integrates the No Objection Certificate (NOC) with the connection service. By leveraging AI and advanced analytics, the initiative has reduced over 71,000 working hours annually for stakeholders, making clean energy adoption faster and simpler.
AI Revolutionizes Back-Office Efficiency
DEWA’s use of advanced technology also extends to improving operational efficiency and accuracy. The utility developed the Billing Services AI Specialist, a sophisticated machine learning system that analyzes internal and external notifications from advanced billing platforms. This system transforms raw data into predictive, interactive analytics, supporting accurate reporting, real-time Key Performance Indicators (KPIs) tracking, and strategic data-driven improvements.
Perhaps most impactful for the average customer is the automation of deposit refunds. DEWA has automated approximately 90% of all refund requests (amounts up to AED4,000) without human intervention. This innovation has drastically reduced the average processing time from approximately four days to just 30 minutes, operating 24/7. The new system utilizes robust verification mechanisms and direct bank transfers via IBAN, enhancing accuracy, speed, and reliability.
By systematically simplifying procedures, eliminating delays, and harnessing technology to anticipate user needs, DEWA continues to set international benchmarks. The focus on leveraging digital integration and AI-powered personalized service not only improves customer happiness scores but also reinforces Dubai’s reputation as a globally relevant hub for smart, efficient, and forward-thinking governance.