Dubai Electricity and Water Authority (DEWA) has moved 76% of its services to agentic artificial intelligence, reducing processing times by up to 95%, according to the utility provider.
DEWA said it transformed 16 of its 21 services in less than 90 days. The remaining five are expected to be completed within two months.
The changes cover services including electricity and water activation, technical notifications and payment reconciliation. Electricity and water activation now requires three customer inputs across three steps, down from 10 inputs and nine steps. Processing time has fallen from about eight minutes to two for a service handling around 210,000 transactions annually.
DEWA’s payment reconciliation system supports 13 services and processes approximately 13.3 million transactions each year. Its daily processing cycle has dropped from around four hours to 12 minutes, while the system can process and validate data, identify anomalies, manage exceptions and monitor operations continuously.
The utility has also introduced an autonomous system for technical notifications that receives, classifies and verifies requests, then coordinates workflows through resolution. DEWA said the system replaces a process previously handled by 16 coordinators.
The rollout builds on DEWA’s AI strategy, which began in 2017. Once completed, the program will cover all 21 services in its portfolio.
Source: Fast Company ME
