The Dubai Electricity and Water Authority (DEWA) cemented its status as a leader in public sector services in 2025, registering a near-perfect customer happiness score. This ongoing success is attributed to DEWA’s aggressive digital transformation, deployment of artificial intelligence (AI), and a strategic focus on eliminating administrative bureaucracy, aligning with the UAE’s national vision for future government excellence and economic growth.
DEWA achieved an impressive 98.9% score on the Dubai Government’s Instant Happiness Index, overseen by the Dubai Digital Authority for 2025. This result underscores a pattern of continuous improvement, building on its 2024 score of 97.01%. Furthermore, the utility reported a 98.02% satisfaction rate specifically on the Dubai Government Customers of Determination Index, highlighting its commitment to inclusive service delivery. The exceptional performance is intertwined with a push by leadership to position Dubai as the globe’s premier location for living, working, and visiting.
Digital Transformation and AI Drive Efficiency Gains
According to Saeed Mohammed Al Tayer, MD & CEO of DEWA, the authority’s success stems from adhering to national strategies, including the UAE National Strategy for Artificial Intelligence 2031 and the Dubai Economic Agenda (D33). This focus translates into measurable operational achievements: 100% service automation, 100% availability of self-services requiring no physical presence, and a 99.5% digital adoption rate across its services.
“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 stated.
The authority’s commitment to a seamless customer journey is codified in its Customer Happiness Charter, which prioritizes a human-centered approach while capitalizing on cutting-edge technology. This framework leverages AI to ensure interactions are proactive, personalized, and delivered across a unified omni-channel experience.
Flagship Initiatives Streamline Processes
DEWA has successfully re-engineered its operational workflows through several key initiatives designed to simplify transactions and reduce costs for stakeholders:
- Easy-Connect: This initiative streamlined electricity connection services, drastically improving the experience for consultants and contractors by integrating related technical services.
- Sun Power: Aimed at accelerating solar energy adoption, this program digitized and unified procedures for obtaining No Objection Certificates (NOCs) and connection services. By utilizing AI and advanced analytics, the initiative facilitates faster deployment of solar systems, reducing system installation work hours by an estimated 71,000 annually.
Collectively, these programs have reduced service delivery steps by up to 75% and cut completion times by 50%. This efficiency boost has had a direct economic impact on Dubai’s investment landscape, reportedly accelerating project roll-outs and boosting annual investor returns by approximately AED414 million. Customers also benefit from annual savings exceeding AED120 million.
Advanced Technology Enhances Financial Accuracy
Further enhancing customer service, DEWA developed the innovative Billing Services AI Specialist. This advanced system utilizes AI and machine learning to analyze billing data, transforming notifications into predictive analytics. This technology ensures the generation of accurate, interconnected reports, enabling employees to make proactive decisions and improving the overall quality and speed of billing management.
In a significant move to eliminate friction in financial transactions, DEWA also automated deposit refund requests up to AED4,000, covering approximately 90% of all refund requests. This automation, which operates 24/7 without human intervention, has reduced the average processing time from four days to just 30 minutes, setting a new benchmark for swift, reliable service delivery via secure verification mechanisms and instant IBAN transfers.
DEWA’s performance demonstrates a global best practice model for utility providers, proving that continuous digital innovation and a commitment to customer-centric design are critical drivers of public satisfaction and economic benefit. As the authority maintains this aggressive pace of transformation, Dubai is solidifying its reputation as a leading smart city enabled by efficient, high-quality public services.