The Dubai Electricity and Water Authority (DEWA) has reported notable progress in its digital transformation strategy, achieving over 14 million digital transactions via its website and smart app in 2024. This figure represents a 12% increase compared to 2023.

Saeed Mohammed Al Tayer, the Managing Director and CEO of DEWA, emphasized the commitment to enhancing Dubai's status as the world's leading digital city, aligning with the directives of the emirate's leadership.

Al Tayer stated that DEWA has adopted cutting-edge generative artificial intelligence technologies and the latest disruptive tools to deliver high-quality, proactive services in accordance with global standards.

This digital initiative has contributed significantly to operational efficiency and productivity.

DEWA's policy of offering 360-degree services has led to full automation of service delivery processes, achieving a 100% rate in both this aspect and in self-service options that do not require in-person visits.

The authority reported a digital adoption rate of 99.2% for its services.

Furthermore, DEWA has successfully integrated more than 90 projects with 95 governmental and private entities.

In 2024, DEWA recorded a real-time happiness index of 98.6%, as measured by Dubai's Digital Authority, while the satisfaction rate among customers, evaluated by the Dubai Government Excellence Program, stood at 97.01%.

Since its initial assessment in 2022, DEWA has maintained a 100% score in the International Digital Customer Experience Standard (IDCXS:2022).

The transactions included over 2 million through DEWA's website, more than 4.8 million via the authority's smart app, and over 7.2 million transactions conducted through additional digital channels offered in collaboration with various partners.