Dubai: Dubai Electricity and Water Authority (DEWA) maintained its position as a leader in customer happiness in 2025, achieving an impressive score of 98.9% on the Dubai Government's Instant Happiness Index, overseen by the Dubai Digital Authority. DEWA recorded a 98.02% satisfaction rate in 2025 on the Dubai Government Customers of Determination Index administered by the Dubai Government Excellence Programme. This builds on DEWA's strong performance in 2024 when it recorded 97.01% on the Dubai Government Customer Happiness Index, while service partners exceeded 99% happiness level with DEWA's services.
According to Emirates News Agency, Saeed Mohammed Al Tayer, MD and CEO of DEWA, expressed the company's alignment with the proactive vision of His Highness Sheikh Mohammed bin Rashid Al Maktoum. DEWA's commitment is to make the UAE a home of happiness and Dubai a preferred place to live, work, and visit. The company aims to achieve zero bureaucracy and accelerate digital transformation, aligning with the UAE National Strategy for Artificial Intelligence 2031 and the Dubai Economic Agenda (D33). This dedication has resulted in service automation reaching 100% and digital adoption of DEWA's services hitting 99.5%.
DEWA has launched innovative initiatives like the 'Easy-Connect' and 'Sun Power' programs, which have significantly streamlined processes and reduced service delivery steps by up to 75%. These initiatives have facilitated access to electricity connections, integrated solar energy services, and improved customer experiences through faster, efficient procedures. The 'Sun Power' initiative has particularly contributed to solar system installations and reduced more than 71,000 working hours annually.
Furthermore, DEWA's Billing Services AI Specialist and automated deposit refund requests showcase the company's use of AI and machine learning to enhance service efficiency. The AI-powered virtual employee, Rammas, has improved inquiry responses, handling over 1.6 million inquiries in 2025 and showing a 10% increase compared to 2024.
DEWA has also implemented the 'Smart Living' initiative, allowing residential customers to monitor their electricity and water consumption efficiently. The initiative includes features like instant alerts for high consumption and self-diagnostic tools for fault detection.
The Customer Care Centre at DEWA achieved a service quality level of 97.58% in 2025, resolving 100% of customer complaints. DEWA's commitment to inclusivity is evident with services like Ash'ir for customers with hearing impairments and Hayak for online text and video communication.
Since 2020, DEWA has transformed all Customer Happiness Centres into self-service centres, becoming the first government organisation to allow customers to conduct all transactions independently using smart devices at these centres. In March 2021, DEWA received the 100% Paperless Stamp from the Digital Dubai Authority, marking a significant milestone in its digital transformation journey.