Dubai continues to lead the way in smart city innovation, and a key indicator of this progress is the 7.2 million digital transactions processed by DEWA (Dubai Electricity and Water Authority) in just the first half of 2025. This remarkable figure reflects not only a rapid pace of digital transformation but also highlights the trust Dubai’s residents and businesses place in DEWA’s efficient and user-friendly services.
In this article, we explore the significance of this milestone, what it means for Dubai’s digital future, and how it benefits residents and stakeholders across the emirate.
Why 7.2 Million Digital Transactions Matter
The figure may sound like just another statistic, but 7.2 million digital transactions in six months is a clear reflection of how integrated digital services have become in everyday life in Dubai. From paying utility bills and applying for new electricity connections to checking consumption and reporting issues, DEWA’s digital platforms are being used more than ever.
Here’s why this number is important:
- Efficiency at scale: More digital transactions mean fewer queues, faster services, and greater convenience
- Customer trust: The volume shows customers are not only willing but eager to use online platforms
- Smart government: The achievement underscores Dubai’s status as a smart city committed to digital innovation
Digital Services at the Core of DEWA’s Vision
The surge in digital transactions is no accident. DEWA has long focused on delivering an exceptional digital experience that aligns with Dubai’s ambitious smart city vision. The organization has continuously invested in modern technology and platforms that empower users to manage their services without needing to visit a customer service center.
Some key digital services that have contributed to the 7.2 million transactions include:
- Smart app and website usage for bill payments
- Digital application for new connections
- Consumption tracking dashboards
- Smart home integration tools
- 24/7 AI-powered virtual assistant “Rammas”
- Reporting and resolution of faults online
DEWA’s digital services are accessible across multiple channels, including its official website, smart app, IVR (interactive voice response), and the UAE government’s unified digital portal.
Key Technologies Powering DEWA’s Digital Transformation
Several cutting-edge technologies have been instrumental in enabling DEWA to reach this milestone in 2025.
1. Artificial Intelligence (AI)
DEWA’s virtual assistant, Rammas, uses AI to handle thousands of customer queries daily. Available in English and Arabic, it’s integrated across multiple channels and offers immediate, accurate responses.
2. Robotic Process Automation (RPA)
DEWA uses RPA to streamline internal processes, reducing human error and speeding up service delivery. This allows quicker approvals and seamless customer experiences.
3. Blockchain
Blockchain is used for secure transactions and verification, ensuring data integrity and reducing the risk of fraud.
4. Smart Meters and IoT Integration
Smart meters allow users to monitor consumption in real time through the DEWA app, helping them conserve resources and manage bills more effectively.
5. Mobile-First Design
With mobile devices being the primary access point for many users, DEWA has ensured its apps and services are fully optimized for smartphones and tablets.
Customer Experience: At the Heart of DEWA’s Strategy
One of the biggest reasons for the rise in digital transactions is DEWA’s consistent focus on enhancing customer experience.
- User-friendly design: DEWA’s website and app are simple, multilingual, and intuitive
- Accessibility: Services are available 24/7, reducing the need to visit offices or call during working hours
- Proactive communication: Notifications for bills, usage, and service updates are sent via SMS and app alerts
- Secure transactions: DEWA uses top-tier encryption and authentication methods to ensure customer data is protected
This customer-first approach has earned DEWA numerous awards in digital excellence and public satisfaction.
Environmental and Operational Benefits
Going digital doesn’t just help customers. It’s also better for the planet and operations.
- Paperless transactions reduce paper waste and environmental impact
- Fewer vehicles on roads mean lower carbon emissions
- Lower operational costs result from automation and self-service channels
In line with the Dubai Clean Energy Strategy 2050, DEWA’s digital-first model supports the broader goal of sustainability and environmental responsibility.
Aligned with the UAE’s Digital Government Vision
DEWA’s performance directly supports the UAE Digital Government Strategy 2025, which aims to provide fully digital, proactive services to citizens, residents, and businesses.
The UAE government has made it clear that digital transformation is not optional. It’s essential. And DEWA is a leading example of how public utilities can embrace this change.
By processing 7.2 million digital transactions in just half a year, DEWA is setting a benchmark for other government and semi-government organizations to follow.
Comparing Year-on-Year Growth
While DEWA’s 2025 numbers are impressive, they are also the result of consistent year-on-year growth. Here’s a look at how digital adoption has progressed:
| Year | Digital Transactions (H1) | Growth (%) |
|---|---|---|
| 2021 | 3.4 million | — |
| 2022 | 4.6 million | +35% |
| 2023 | 5.8 million | +26% |
| 2024 | 6.5 million | +12% |
| 2025 | 7.2 million | +10.7% |
This growth reflects strong customer awareness, enhanced service availability, and continuous innovation by DEWA.
What This Means for Residents and Businesses
Residents and business owners in Dubai benefit directly from DEWA’s digital transformation.
For Residents
- No need to visit customer service centers
- Faster issue resolution
- Real-time consumption monitoring
- Easier bill payments and service requests
For Businesses
- Streamlined new connection applications
- Integration with building management systems
- Predictable billing and usage insights
- Enhanced support for sustainability goals
Future Plans: What’s Next for DEWA?
DEWA is not slowing down. It plans to introduce more advanced digital capabilities in the near future.
- Expanded AI features in Rammas
- Integration with Smart City platforms
- Blockchain-based smart contracts
- Predictive maintenance through IoT
- Customer personalization using machine learning
Additionally, DEWA aims to increase automation within internal departments, further reducing operational costs and response times.
Final Thoughts
The 7.2 million digital transactions processed by DEWA in the first half of 2025 mark a major success in Dubai’s journey toward a fully digital government. This milestone shows that residents are not only willing to embrace technology, they expect and rely on it.
DEWA’s continuous innovation, customer-centric approach, and integration of advanced technologies place it among the global leaders in digital utility services. As Dubai continues to develop as a smart city, DEWA’s role will only grow in importance, helping to shape a future where services are not only smarter but also more sustainable, accessible, and efficient.
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