Sector: Utilities / Public Services
Scope: Dubai, UAE
Impact Score: 7.9 / 10
Time Horizon: Immediate → 1–3 years
Dubai Electricity and Water Authority (DEWA) has deployed AI-driven service agents across customer engagement and internal workflows via its “Rammas” platform, embedding AI directly into operational service execution.
These agents go beyond informational chat, interfacing with live service processes such as billing, service activation, and fault reporting. Deployment inside a regulated utility implies maturity in governance, reliability, and auditability.
• Establishes a public-sector benchmark for AI agent deployment.
• Accelerates normalization of agent-based service automation.
• Increases pressure for formal governance frameworks around autonomous service agents.
Agent-based service execution is expected to expand across utilities and municipal services in the UAE over the next 12–36 months, with a focus on resilience and accountability.