DEWA Sets a New Benchmark in Customer Happiness
Dubai’s journey toward world-class digital governance reached a new milestone as the Dubai Electricity and Water Authority recorded one of the highest customer satisfaction performances ever achieved by a government entity. By placing customers at the heart of service design and embracing complete digital transformation, DEWA emerged as the top performer on the Dubai Customer Happiness Index, reinforcing its reputation as a global model for smart utilities and public service excellence.
DEWA’s success reflects more than strong performance metrics. It demonstrates how strategic innovation, advanced technology, and human-centered thinking can reshape how essential services are delivered in a rapidly evolving city like Dubai.
Exceptional Results Across Government Happiness Indicators
DEWA achieved an outstanding 98.9 percent score on the Dubai Government’s Instant Happiness Index, overseen by the Dubai Digital Authority. This score places DEWA among the highest-performing government entities in Dubai, highlighting the authority’s consistent focus on service quality, responsiveness, and ease of access.
In parallel, DEWA recorded a 98.02 percent satisfaction rate on the Dubai Government Customers of Determination Index, administered by the Dubai Government Excellence Program. These results reflect DEWA’s inclusive service model, designed to ensure equal access and seamless experiences for all segments of society.
The authority’s performance builds on strong momentum from the previous year, when it achieved a 97.01 percent score on the Dubai Government Customer Happiness Index. Service partners also reported satisfaction levels exceeding 99 percent, underscoring DEWA’s reliability as a strategic partner for infrastructure development across Dubai.
A Customer-Centric Service Transformation Model
At the core of DEWA’s achievements is a comprehensive service transformation model that prioritizes customer needs while driving operational efficiency. The model begins with identifying priority improvement areas and redesigning services using customer-centric principles. Procedures are simplified, touchpoints are reduced, and accessibility is enhanced to ensure frictionless interactions.
DEWA’s approach promotes a culture of continuous improvement and learning across its workforce. It also follows a whole-of-government framework, enabling integration with partner entities and supporting seamless, city-wide service delivery. This collaborative model ensures customers experience consistency, speed, and transparency regardless of the service channel they use.
The Power of 360 Services
One of DEWA’s most impactful initiatives is the implementation of the ‘360 Services’ policy. Through this framework, DEWA fully digitized all services and re-engineered operational workflows to eliminate unnecessary steps and manual interventions.
The shift to proactive, secure, and fully digital services significantly reduced mobility-related costs for customers, consultants, and contractors. Customers can now complete transactions anytime, anywhere, without visiting service centers or submitting physical documents. This transformation positioned DEWA as a pioneer in delivering end-to-end digital utility services.
Simplifying Connections Through Easy-Connect
The ‘Easy-Connect’ initiative redefined how electricity connections are delivered in Dubai. By integrating related technical services into a single digital journey, DEWA simplified access for consultants and contractors while reducing approval cycles and administrative complexity.
This initiative removed redundancies, accelerated project timelines, and improved transparency throughout the connection process. As a result, infrastructure and real estate projects benefited from faster service delivery and improved investment certainty.
Accelerating Solar Adoption with Sun Power
DEWA’s ‘Sun Power’ initiative played a critical role in supporting Dubai’s clean energy transition. The initiative streamlined solar energy connections by integrating the solar No Objection Certificate with the solar connection service and unifying inspection procedures.
Advanced technologies such as artificial intelligence, geographic information systems, and advanced analytics are used to provide real-time data on solar production, energy exports, and network performance. These capabilities significantly improved planning accuracy and system reliability while enabling faster approvals.
The initiative saves more than 71,000 working hours annually and has contributed to the widespread installation of rooftop solar systems across Dubai.
Measurable Economic and Time Savings
Together, the ‘Sun Power’ and ‘Easy-Connect’ initiatives reduced service delivery steps by up to 75 percent and cut completion times by up to 50 percent. These improvements accelerated project execution across multiple sectors.
The impact is substantial. Annual investor returns increased by approximately AED 414 million, while customers achieved savings exceeding AED 120 million each year. These gains demonstrate how digital transformation can deliver tangible economic value alongside improved customer experiences.
AI-Driven Billing and Refund Innovations
DEWA introduced the Billing Services AI Specialist to further enhance service accuracy and efficiency. This advanced system uses artificial intelligence and machine learning to analyze internal and external billing notifications, converting data into predictive and interactive analytics.
The platform enables real-time monitoring of key performance indicators, supports proactive decision-making, and improves billing management efficiency. As a result, billing accuracy improved while customer inquiries and disputes were significantly reduced.
In another major advancement, DEWA automated deposit refund requests of up to AED 4,000 without human intervention. Covering around 90 percent of refund cases, the system reduced processing time from approximately four days to just 30 minutes. Operating continuously, it sends direct instructions to banks using IBAN verification, ensuring faster, more reliable refunds.
Rammas and the Rise of AI-Powered Customer Engagement
Artificial intelligence continues to play a central role in DEWA’s service ecosystem. Rammas, DEWA’s AI-powered virtual employee, recorded a 10 percent increase in handled inquiries compared to the previous year, responding to 1.6 million inquiries in Arabic and English.
Since its launch, Rammas has handled more than 12.7 million inquiries. Accessible through the website, smart app, WhatsApp Business, social media platforms, voice assistants, and service robots, the virtual assistant provides procedural support for multiple services and delivers information on hundreds of features.
This omnichannel presence ensures customers receive instant support through their preferred platforms.
Digital Customer Care and Inclusive Services
DEWA’s integrated Digital Customer Care Centre supports service excellence through a unified knowledge base and AI-enabled systems. These systems identify customer accounts, analyze interaction history, and assess emotional cues to provide personalized support.
The Customer Care Centre resolved 100 percent of customer complaints and achieved a service quality score of 97.58 percent. Inclusive services such as Ash’ir, available around the clock for customers with hearing impairments, and Hayak, an online chat and video service, ensure accessibility for all users.
Smart Living and Sustainable Consumption
DEWA empowers customers through proactive initiatives such as High Water Usage Alerts, which issued more than 3.2 million alerts, saving over 61 million cubic meters of water and more than AED 743 million in costs.
Programs including Smart Living, My Sustainable Living, Away Mode, and Smart Response allow customers to monitor consumption, receive alerts, compare usage patterns, and resolve technical issues independently. These tools promote sustainability while enhancing customer control and confidence.
A Fully Paperless and Self-Service Future
Since the complete transformation of Customer Happiness Centres into self-service facilities, DEWA became the first government entity to enable customers to complete all transactions independently. The authority also earned recognition for achieving a fully paperless operation, reinforcing its leadership in digital government services.
DEWA’s journey demonstrates how a clear vision, supported by advanced technology and a human-focused mindset, can redefine public service delivery and set new benchmarks for customer happiness in the digital age.
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