Leveraging smart technologies to build a more inclusive society for People of Determination

Modern technologies have become pivotal to achieving the comprehensive integration of People of Determination and providing an inclusive environment that supports equal opportunities for all. By employing the latest technologies such as artificial intelligence (AI), the Internet of Things (IoT) and other digital innovations, we can remove barriers that hinder their participation in various aspects of life, thereby enhancing their independence and quality of life. These technologies also help provide equal opportunities in education, employment and services, as well as enable People of Determination to unleash their full potential and contribute effectively to sustainable development.

The UAE has established a pioneering model to empower People of Determination, ensuring their full integration into society and equitable access to opportunities and resources. Through innovative strategies, the nation fosters their participation in its development and prosperity while providing a stimulating and supportive environment that meets the highest international standards, enhances quality of life and encourages creativity, allowing them to unlock their potential as a key and dynamic segment of society.

The declaration of 2025 as the Year of the Community in the UAE, under the slogan 'Hand in Hand', reflects our wise leadership's commitment to strengthening social well-being and family cohesion. Family stability is fundamental to improving quality of life, reinforcing national identity and preserving the authentic values and long-standing traditions of Emirati society. As part of our social responsibility, we are keen to actively support national directives such as the National Policy for Empowering People of Determination, launched by His Highness Sheikh Mohammed bin Rashid Al Maktoum, Vice President and Prime Minister of the UAE and Ruler of Dubai, to create an inclusive society that ensures empowerment and dignity for People of Determination and their families. Additionally, the ‘My Community ... a City for Everyone’ initiative, launched by His Highness Sheikh Hamdan bin Mohammed bin Rashid Al Maktoum, Crown Prince of Dubai, Deputy Prime Minister and Minister of Defence of the UAE, and Chairman of The Executive Council of Dubai, aspires to transform the Emirate into a welcoming city for People of Determination.

At DEWA, we harness disruptive Fourth Industrial Revolution technologies such as AI, generative AI and IoT to ensure that People of Determination have access to opportunities, experiences and services on an equal footing with others. This fosters independence, enhances quality of life and aligns with the Dubai Social Agenda D33, enabling their active and meaningful contribution to the sustainable development journey.

Our efforts adhere to the United Nations Convention on the Rights of Persons with Disabilities, ratified by the UAE, particularly Article Nine, which calls for improved access to physical environments, transport, information and communications, and other public facilities and services. We are committed to giving People of Determination unrestrained access to all DEWA services and facilities. DEWA has achieved significant milestones in this area, most notably receiving the Golden Certificate 'Accessible UNI' for 10 of its buildings that integrate smart systems and support services to facilitate movement for employees and customers with disabilities within DEWA’s premises.

Furthermore, we have developed a range of inclusive digital services to support People of Determination. These include a website and smart app designed to meet accessibility standards, and an AI-powered digital sign language interpreter to enhance the accessibility of information, including the translation of webpage content, for people with hearing disabilities. DEWA’s services allow customers with various disabilities to communicate directly with Customer Care Centre staff around the clock. ‘Ash’ir’ is a live video chat service using sign language while ‘Hayak’ is an online text chat with the option of video. ‘Rammas’, DEWA’s AI-powered virtual employee, responds to queries in Arabic and English while the Smart Response service improves the handling of technical notifications, giving priority to senior citizens and residents, as well as People of Determination and patients who depend on medical devices. Moreover, DEWA’s Customer Happiness Centres are equipped with virtual screens for remote video chats, tailored to the needs of People of Determination, and fitted with hearing loops.

Smart technologies have significantly accelerated our efforts to integrate People of Determination and support their independence. Last year, employee happiness among People of Determination reached 100% while customer satisfaction among People of Determination was about 98%. Innovative digital solutions will open new horizons for further achievements in this vital field, providing greater opportunities for People of Determination to grow and play an active role in building more inclusive and sustainable communities.