Artificial city

How artificial intelligence has improved Dubai’s electricity and water services

Said Mohammed Al Tayer

Saeed Mohammed Al Tayer, Managing Director and CEO of DEWA, ​​said, “DEWA’s plans align with the government’s promising strategies and plans, including the UAE’s Artificial Intelligence Strategy 2031, which aims to developing an integrated system that uses AI in vital areas of the UAE, and the Dubai 10X initiative, launched by His Highness Sheikh Mohammed bin Rashid Al Maktoum, Vice President and Prime Minister of the United Arab Emirates and Ruler of Dubai, which charges the Government of Dubai to help Dubai’s progress lead the future by making it ten years ahead of other cities through government innovation and the reshaping of traditional frameworks.

He added: “DEWA’s application of the latest innovative technologies has enabled it to achieve the best results globally against the best utilities in Europe and the United States. Smart adoption of DEWA’s services reached 98.99% through the end of Q2 2022. DEWA completed the digital onboarding of over 70 projects with government and private organizations.

four pillars

Digital DEWA is based on four pillars: launching advanced solar energy technologies; deploy a renewable energy network with innovative energy storage technologies; develop and integrate AI solutions to make Dubai the first city to provide electricity and water services using AI technologies and digital services.


The R&D center is located in the Mohammad Bin Rashid Al Maktoum Solar Park, the world’s largest single-site solar park in Dubai.
Image Credit: Supplied

DEWA’s AI assets


Rammas, DEWA’s virtual AI employee, is available on seven channels for customer service. These include DEWA’s smart app (iOS and Android), DEWA’s website and social media account on Facebook, Amazon’s Alexa and Google Assistant, robots and WhatsApp Business. Rammas provides multiple services around the clock and responds to inquiries in English and Arabic. DEWA uses AI to improve customer and employee happiness as well as improve the performance of its systems through “Rammas for You”, “Rammas at Work” and “Powered by Rammas”. Rammas has responded to more than 6.4 million requests since its inception in the first quarter of 2017 and until the end of June 2022.

Rammas, Dewa's virtual AI employee-1660482570105

Rammas answered more than 6.4 million requests
Image Credit: Supplied

Cyber ​​Defense Center

DEWA’s Cyber ​​Defense Center uses AI and Big Data to detect potential security risks and reduce incident response time.

Customer Service Center

DEWA, ​​through its Customer Service Center, provides a consistent, integrated and seamless experience for customers, enabling them to transact anytime and anywhere. The integrated interactive digital center includes a unified and advanced information base that enables employees to respond to customer requests faster and more accurately. It also includes an AI-supported dynamic list so employees can identify the caller’s account and communication records between the two parties.

Automation of robotic processes

The project aims to automate business processes using AI to reduce repetitive and routine tasks. The RPA includes several initiatives such as automation of: server vulnerability status update, monitoring of DEWA virtual AI employee data caching service, process work permit application (WCA), GIS monitoring system (geographic information systems), bank guarantee statement (banking offers), and DNS (Domain Naming System) analysis.

Asset performance management

The app manages key equipment at Jebel Ali Power Plant and Water Desalination Complex using AI and cloud platforms.

Distribution Asset Criticality Rating (DACR)

This system uses AI to digitize the criticality ranking of power distribution assets for 34,000 transmission substations.

Automated power recovery app

The application automatically locates the technical fault, isolates the affected network sections, reconfigures the network and restores the power supply automatically and without human intervention.

GT Smart Controller

The Digital Twin Gas Turbine (GT) Smart Controller uses thermodynamics, artificial intelligence and machine learning to control gas turbines at Jebel Ali M Station, the world’s largest power generation and desalination plant. United Arab Emirates water. It improves the efficiency of the turbine, increases its production capacity and reduces fuel consumption and harmful emissions.

AI purchases in a box

DEWA collaborated with the World Economic Forum’s Center for the Fourth Industrial Revolution and the Center for the Fourth Industrial Revolution UAE (C4IR UAE) to launch the AI ​​Procurement in a Box toolkit. The toolkit provides advanced mechanisms for public procurement of AI technologies.

Power supply application

DEWA and Siemens have launched a project to develop the Power Block smart application for the power plant as a larger-scale prototype. The application is entirely dependent on AI techniques as well as modern thermodynamic science.

One way data system

DEWA has received an international patent for its one-way data system, which was designed and implemented in-house to ensure the secure transmission of data from power and desalination plants to a shared platform. This creates a knowledge base for decision makers, allowing them to access data through smart devices.

Smart power station

The DEWA Smart Power Station is a centralized information system that automatically collects data from control systems in real time and is capable of functions such as watering plants using the one-way data device. The operational system is clear and complete, allowing rapid analysis and rapid decision-making to improve performance and prevent potential accidents.


Graphic by DEWA shows how the new system digitally connects different sectors
Image Credit: Supplied

System for improving operations and strategic planning

The system is used to manage operational performance. It was developed using data science to improve the performance of power generation units and thus improve efficiency.

Simulator and training center

The center builds the capacity of DEWA engineers and technicians. It allows trainees to experience real-world conditions and provides them with the skills to deal with different circumstances.

PV panel production system forecast

The system relies on modern technologies such as 3D cloud systems, AI, deep learning, high-density cameras on the main satellite and a network of metrology stations to predict irradiance, dust and cloud movement, which can affect PV performance.

Intelligent water supply management system

The system aims to increase the visibility and management of its water distribution network. It has a 24-hour centralized system for remote control and monitoring, as well as innovative intelligent equipment and systems. It also uses remote terminal units (RTUs) installed at the interconnections between transmission and distribution pipelines. In addition, it is connected to SCADA (Supervisory Control & Data Acquisition) systems and advanced hydraulic management systems. The system will improve fault location and isolation and reduce costs.

High Water Usage Alert Service

The high water usage alert helps customers detect leaks in water connections after the meter. The system sends instant notifications to the customer in the event of an unusual increase in consumption to check internal connections and repair leaks.

Robot Spot

DEWA uses the four-legged Spot robots to find faults, test high-voltage cable connection points, detect leaks in water pipes, carry out security and surveillance patrols, ensure that construction works comply with specifications using multi-angle cameras and manage different facilities such as warehouses, in addition to helping determined people.

Dewa Officials with Spot Robot (center)-1660482571999

DEWA officials with Spot Robot (center)
Image Credit: Supplied

industrial arm

DEWA uses the industrial arm robot for cleaning the surface of low voltage electrical equipment, painting and welding operations, and cleaning equipment and valves.

robots working on solar panels at R&D center DEWA-1660482574197

Robots can work faster than human hands on delicate jobs
Image Credit: Supplied