DEWA presents roadmap to embed Microsoft Copilot and generative AI in all operations

Photo : Dubai Government Media Office

In the presence of HE Saeed Mohammed Al Tayer, MD & CEO of Dubai Electricity and Water Authority (DEWA), the organization welcomed the new year 2025 by sharing its detailed plan to use advanced technologies and tools to improve its operations. The plan focuses on using Microsoft Copilot to enhance all the daily processes and services at DEWA.

This plan will help improve the way DEWA works, making it more efficient and better at serving customers. It also aims to strengthen DEWA’s role as a leader in adopting new technology in the public sector. The event was attended by Marwan Bin Haidar, Executive Vice President of Innovation and The Future, and other senior leaders from DEWA.

Al Tayer spoke about DEWA’s dedication to supporting the vision of HH Sheikh Mohammed bin Rashid Al Maktoum, the Vice President and Prime Minister of the UAE, who wants the country to always be at the forefront of new technology and global changes.

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“At DEWA, we try to predict the future and work on creating new ideas, following the UAE National Strategy for Artificial Intelligence 2031. We aim to adopt new tools and systems that will help the UAE remain competitive, respond quickly to changes, and open new possibilities for growth in energy and water industries,” said Al Tayer.

He explained that DEWA has already begun using tools like Microsoft Power Platform and Microsoft 365 Copilot to help improve the work environment and productivity. These tools also contribute to making employees and customers happier. DEWA has been using technology like this since 2017 and was one of the first utility companies in the world to use Microsoft’s Copilot. DEWA also started using ChatGPT to improve its services and communication with customers, including its digital assistant, Rammas.

To continue pushing for new ideas and digital progress, DEWA has expanded its use of advanced tools in many important areas. This includes improving customer service with tools like 'Rammas for You' and 'Rammas for Work.' It also involves security systems, the SAP system, employee experience, DEWA’s Evaluation Centre, and human resources services. DEWA is also applying these tools to its financial data, customer service website, IT support, governance rules, future planning, Power BI, and LinkedIn Learning.

In this way, DEWA continues to lead in using new technology to improve its services, making sure it stays ahead and continues to grow in the energy and water sectors.