Serving You First, Always To Make Your Life Comfortable & Easy

Completing the Services 360 Journey

DEWA successfully completed its three-year Services 360 road map for 2023-2025, achieving 100% of the targets set under the policy. The road map provided a comprehensive framework for analysing service maturity, redesigning customer journeys, simplifying procedures and developing seamless, proactive, integrated and customer-centric services. The transformation was guided by the Services 360 Methodology, which enabled DEWA to systematically assess service performance, understand customer needs, identify improvement opportunities, co-design future service experiences, implement innovative solutions and continuously monitor results to ensure sustainable service excellence.

Through the adoption of the Services 360 Methodology, DEWA strengthened cross-functional collaboration, accelerated service innovation, enhanced integration with government and private-sector partners, leveraged artificial intelligence and emerging technologies, and embedded a culture of continuous improvement across the organisation.

Through this transformation, DEWA re-engineered its operational workflows and made all its services available digitally, allowing customers to complete transactions securely and conveniently anytime and anywhere.

DEWA’s Services 360 Achievements

Digital, Integrated and Customer-Centric

DEWA’s implementation of the Services 360 Policy delivered significant results:

Pioneering Initiatives with Measurable Impact

Easy-Connect

The Easy Connect initiative ensures Dubai’s rapid development remains on schedule by empowering investors and business owners through the integration and optimisation of the emirate’s network connection workflows. It proactively links building permits, electricity and water network modifications, and fit-out connections into bundled digital journeys that replace multiple applications and intensive co-ordination.

Through this end-to-end approach, the initiative reduces processing times by up to 50%, eliminates customer touchpoints by up to 75% and recovers millions in lost economic opportunity annually.

Delivered through a unified digital channel, the initiative aims to fast-track mega investment projects, reduce time to energisation and enable businesses to start operations sooner, cementing Dubai’s position as the destination of choice for investment, innovation and business growth, with a 100% trust level.

Sun Power

DEWA’s Sun Power initiative positions Dubai as a global model for clean energy adoption in line with the Dubai Clean Energy Strategy 2050. With over 575MW of solar capacity, it supports Dubai’s Demand Side Management Strategy goals and attracts green investments aligned with the Dubai Economic Agenda ‘D33’. Built on world-class renewable infrastructure led by the Mohammed bin Rashid Al Maktoum Solar Park, the initiative ensures grid readiness and DEWA’s long-term capability to meet Dubai’s growing clean energy demand.

DEWA’s regulatory framework empowers developers, businesses and building owners to adopt solar energy. Through a unified and integrated service, Sun Power streamlines the solar permit and connection process, saving over 82,000 working hours annually through automated billing and smart inspections, and achieving a 98% customer satisfaction score. Using AI, advanced analytics and GIS monitoring, the initiative delivers real-time data on solar generation, exports and grid performance. This enhances operational efficiency and service quality.

Together, Sun Power and Easy-Connect have:

• Reduced service-delivery steps by up to 75%
• Reduced service-completion times by up to 50%
• Eliminated more than 71,000 working hours annually
• Generated AED 568 million in financial savings for customers.

These initiatives have streamlined the relationship between customers, consultants, contractors and DEWA while accelerating the implementation of investment projects in Dubai.
 

What the Hamdan Flag Represents

The Hamdan Bin Mohammed Programme for Government Services evaluates participating entities according to five principal criteria:

• Whole-of-government approach
• Creativity and innovation
• Service-delivery culture
• Sustainability of results
• Achieved impact

The evaluation also considers customer feedback and the findings of a specialised judging panel.

DEWA’s success across these areas reflects a mature service transformation model that combines technology, collaboration, organisational culture and human-centred service design.

Building on a Legacy of Excellence

The Hamdan Flag 2025 adds to DEWA’s distinguished record of excellence in government services.

DEWA previously received the Hamdan Bin Mohammed Programme for Government Services Flag in 2020 for its Smart Living initiative, which enables customers to monitor their electricity and water consumption digitally and proactively.

Winning the Flag again reinforces DEWA’s position as a leading government entity and demonstrates its commitment to continuously advancing government service standards.

Our Journey Continues

Completing the Services 360 roadmap and winning the Hamdan Flag represent an important milestone in DEWA’s journey of continuous improvement.

DEWA will continue to harness artificial intelligence, data analytics and advanced digital technologies, while strengthening integration with government and private-sector partners, and developing proactive, personalised and connected services that make life easier for everyone in Dubai.