Dubai Electricity and Water Authority (DEWA) said in a September 28 update that it had converted 16 of its 21 services to workflows supported by agentic artificial intelligence in less than 90 days. The authority described that as 76% of its service portfolio and said the remaining five services were due to be completed within two months. “Agentic AI” refers here to systems that can execute tasks across processes, rather than models that only provide information or suggestions to a user. DEWA said the work changed service design, required inputs and transaction processing. Its announcement does not say that all services operate without human oversight or that every type of decision has been automated. The 76% figure is the number of services that DEWA reported as transformed compared with the total number of services in its portfolio.

One example is the application to activate electricity and water supply. DEWA said the service handles about 210,000 transactions annually. Following the redesign, required customer inputs fell from 10 to three, journey steps fell from nine to three, and completion time declined from about eight minutes to two minutes. The authority described that as a 75% faster process and said the service is available around the clock. Another application is payment reconciliation, which supports 13 DEWA services and processes about 13.3 million transactions each year. The company said the system processes and validates data, detects unusual cases, manages exceptions and monitors operations continuously. It reported that the daily reconciliation cycle fell from about four hours to 12 minutes. The stated 95% improvement concerns the duration of this reconciliation cycle; it is not a measure of power-generation efficiency or grid reliability.

A third example covers responses to technical notifications about electricity and water. DEWA said it introduced a system that receives, classifies and verifies requests and coordinates the workflow through to resolution. It described the assignment process as moving from reliance on 16 coordinators to autonomous execution. The announcement does not provide a quantified change in intervention quality, error rates, security controls or customer satisfaction for this process. DEWA said its AI journey began in 2017 and that its roadmap aims to make it an AI-native utility. In July it had announced the deployment of agentic AI across its digital platforms; the September update quantified the share of services transformed and provided specific processing-time examples. The remaining five services are a stated target for the coming two months, not a completed result. The reported figures describe internal service operations and customer-facing workflows, rather than electricity supply capacity or energy output.