Dubai Electricity and Water Authority (DEWA) has reduced the time required to refund security deposits to just eight minutes without human intervention, down from 30 minutes previously and four days earlier.
The enhancement applies to refund amounts of up to $1,089 (AED 4,000) and covers around 90 percent of requests. The move forms part of DEWA’s broader push to accelerate digital transformation and expand the use of artificial intelligence across its operations, aimed at improving efficiency and customer experience.
Managing Director and CEO Saeed Mohammed Al Tayer stated that the initiative aligns with Dubai’s leadership vision to digitalize services and position the emirate as a global digital capital. He noted that DEWA has progressively reduced refund processing times from four days to 30 minutes and now to eight minutes, reflecting ongoing efforts to deliver a fully digital customer experience that enhances service quality and exceeds expectations.
He added that the automated system operates around the clock, independent of official working hours, improving operational efficiency and allowing employees to focus on innovation and service development. The update comes amid continued growth in customer accounts, which reached 1,346,985 by the end of March 2026, marking a 5.08 percent increase compared to the same period in 2025.
During the first quarter of 2026, DEWA has completed more than 3.7 million digital transactions, up from over 3.5 million in the corresponding period of 2025, reflecting increased adoption of digital channels and the effectiveness of its service ecosystem.
Customer accounts stood at 1,327,182 at the end of December 2025, rising to 1,346,985 by the end of March 2026, pointing out an increase of 1.49 percent during the first quarter of the year.
