Dubai Electricity and Water Authority (DEWA) has become the first government entity in the UAE to integrate Microsoft 365 Copilot Cowork, embedding agentic AI directly into its daily operations. This move signals a significant shift in how the public utility uses artificial intelligence, moving beyond informational tools to a platform that can actively plan and execute multi-step tasks across different applications.
Quick Facts
- First UAE government entity to adopt agentic AI.
- Moves AI from assistant to active task executor.
- Supports goal to become world’s first AI-native utility.
From AI Assistant to Digital Colleague
Unlike a simple search or query tool, Copilot Cowork is designed to operate as a digital colleague. The platform will assist DEWA employees by analyzing contextual work data—including emails, meetings, and files—to develop and carry out complex execution plans that align with an employee’s specific goals.
This capability transforms the AI’s role from a passive information provider to an active participant in the workflow. Despite its capacity for autonomous execution, full control remains with the employee at every stage of the process. This “human-in-the-loop” model addresses one of the primary concerns organisations have about deploying more advanced AI in operational environments.
Inside DEWA’s AI-Native Ambition
DEWA’s push into agentic AI is the latest step in a journey that began in 2017, making it one of the first utilities globally to adopt artificial intelligence for operational efficiency. The authority has since established itself as an early adopter of generative AI, having already integrated Microsoft Power Platform, Microsoft 365 Copilot, and OpenAI’s ChatGPT into its operations earlier in 2024.
This strategy is part of DEWA’s official roadmap to become the world’s first “AI-native utility,” embedding AI across all functions, from power generation to customer service and cybersecurity. The scale of its existing AI infrastructure is significant. DEWA’s AI assistant, Rammas, has already processed over 12.7 million customer inquiries, achieving a 95% satisfaction rate. Earlier this year, DEWA also became the first utility worldwide to launch an application on the ChatGPT platform.
Setting the Public Sector Precedent
By becoming the first UAE government body to deploy Copilot Cowork, DEWA is not only advancing its own operational goals but also setting a practical example for the rest of the country’s public sector. The integration directly supports Dubai’s wider smart city ambitions and positions DEWA at the forefront of the UAE’s national AI transformation.
With agentic AI now embedded as an execution-focused tool, the authority is positioned to streamline processes, reduce operational costs, and accelerate the delivery of public services. The deployment serves as a clear signal of how agentic AI can function in a real-world government setting.
About DEWA
Dubai Electricity and Water Authority (DEWA) was formed on 1 January 1992 to merge the Dubai Electricity Company and the Dubai Water Department. DEWA is the exclusive electricity and water utility provider for the Emirate of Dubai. The organization is committed to providing its services according to the highest standards of availability, reliability, efficiency, and safety.
Source: Middle East AI News
