DEWA: Agentic AI Deployed Across Digital Platforms

The Dubai Electricity and Water Authority, or DEWA, has launched agentic artificial intelligence across its digital platforms. This follows directives to expand AI use in government services. The deployment covers DEWA's website, smart app, and internal platforms. The initial focus is on service design, customer digital experience, and quality monitoring. What's interesting is DEWA is among the first utilities globally to use agentic AI in a production environment. This is seen as a strategic step to redefine government services. The goal is to boost efficiency, speed up service delivery, and improve digital experiences for customers. DEWA plans to keep expanding these technologies, adhering to high standards of governance, security, and privacy. DEWA also launched its AI-powered virtual assistant, Rammas, in 2017. Rammas has handled over 13 million inquiries since its launch until mid-June 2026. This matters because it shows a clear trend toward AI integration in essential public services.