15 JULY 2026
From delivering the world’s shortest electricity interruptions to building one of the most resilient utility ecosystems, Dubai Electricity and Water Authority is proving that operational excellence is the foundation of sustainable urban growth.
When people think about world-class cities, iconic skylines, futuristic transport systems and ambitious sustainability projects often dominate the conversation. Yet behind every thriving economy lies an invisible network that quietly powers homes, businesses and industries every second of every day. In Dubai, that responsibility belongs to Dubai Electricity and Water Authority (DEWA), an organisation that has steadily transformed itself into one of the world’s most efficient utility providers. Its latest achievement is more than another milestone. It represents a shift in how utilities are evaluated globally. Rather than measuring success by infrastructure size alone, DEWA has demonstrated that reliability, efficiency, digital innovation and customer-centric operations are equally powerful indicators of progress.
In 2026, DEWA ranked first globally in 13 key performance indicators, reaffirming Dubai’s position as a leader in utility excellence. The accomplishment reflects years of strategic investment in smart infrastructure, renewable energy, artificial intelligence and operational resilience. More importantly, it signals how the UAE continues to convert ambitious national visions into measurable outcomes that influence global best practices.
Excellence Measured in Seconds, Not Just Statistics
For most electricity consumers, uninterrupted service is something they rarely think about until the lights go out. In many parts of the world, outages lasting several minutes or even hours remain an unavoidable reality due to ageing infrastructure, extreme weather or operational challenges. Dubai presents a remarkably different picture.
DEWA recorded an average annual Customer Minutes Lost (CML) of just 0.82 minutes, equivalent to only 49 seconds per customer each year. This is currently the lowest figure recorded by any electricity utility worldwide. For comparison, leading electricity providers across the European Union average around 15 minutes of customer interruption annually, making Dubai’s performance significantly stronger than many developed markets. Such performance is not simply a matter of prestige. Every minute of uninterrupted electricity supports hospitals, airports, financial institutions, manufacturing facilities, data centres and millions of daily activities that rely on stable power. Reduced interruptions also minimise economic losses while strengthening investor confidence in Dubai’s business environment.
DEWA’s Global Performance Highlights
| Performance Indicator | DEWA Performance | Global Context |
|---|---|---|
| Customer Minutes Lost | 0.82 minutes (49 seconds) annually | World’s lowest. EU leading utilities average around 15 minutes |
| Electricity Transmission & Distribution Losses | 2% | Global average is approximately 6-7% |
| Water Network Losses | 4.4% | Among the lowest worldwide |
| Power System Reliability | More than 99.99% | One of the highest globally |
| Global Utility Rankings | First in 13 KPIs | Covers generation, transmission, distribution and customer service |
Source: DEWA Sustainability Report 2025, DEWA World-Class Results, WAM.
Efficiency That Goes Beyond Electricity
Reliability is only one aspect of DEWA’s performance. Equally impressive is the authority’s ability to minimise losses across its electricity and water networks. Electricity transmission and distribution losses remain at just 2%, considerably below the estimated global average of 6 to 7%. This means that a far greater proportion of generated electricity successfully reaches consumers instead of being lost during transmission.
The same philosophy extends to water management. DEWA has reduced water network losses to 4.4%, placing Dubai among the world’s most efficient utilities in managing one of the region’s most precious natural resources. In a country where every drop of desalinated water requires significant investment, reducing losses translates directly into improved resource efficiency, lower operating costs and stronger environmental stewardship. For a region where water security is becoming increasingly important due to climate pressures and population growth, these achievements carry strategic significance far beyond operational performance.
Building a Utility Designed for the Future
Utilities worldwide are facing unprecedented challenges. Rapid urbanisation, increasing electricity demand, renewable energy integration and climate resilience are reshaping how power systems are planned and operated. DEWA has responded by investing heavily in digital transformation rather than relying solely on traditional infrastructure expansion.
One of its most significant innovations is the Automatic Smart Grid Restoration System, an advanced platform capable of detecting faults, isolating affected sections of the network and restoring electricity automatically without requiring manual intervention. The technology dramatically reduces outage duration while improving system resilience and customer satisfaction.
This intelligent approach is supported by DEWA’s long-term Smart Grid Strategy, backed by investments of approximately AED 7 billion through 2035. The programme focuses on enhancing transmission efficiency, reducing technical losses, improving demand forecasting and strengthening cybersecurity while preparing Dubai’s electricity network for future technologies including electric vehicles, distributed renewable energy and battery storage systems. The integration of artificial intelligence has further accelerated operational efficiency. DEWA’s AI-powered virtual assistant, Rammas, has handled more than 13 million customer enquiries since its introduction, demonstrating how digital innovation is improving customer experience while streamlining utility operations.
More Than Infrastructure – A Competitive Advantage
Reliable utilities are often overlooked in discussions about economic competitiveness, yet they are among the most critical foundations of sustainable development. International investors evaluate electricity reliability, water security and infrastructure resilience before committing to major industrial or commercial projects. Data centres require uninterrupted electricity. Advanced manufacturing depends on stable energy supplies. Healthcare facilities rely on continuous power to operate life-saving equipment.
By consistently delivering world-leading operational performance, DEWA strengthens Dubai’s position as a preferred destination for global investment while supporting the emirate’s ambitions to become one of the world’s smartest and most sustainable cities. Rather than reacting to infrastructure challenges, DEWA has embraced a proactive operating model built on predictive analytics, automation and continuous improvement. This philosophy has enabled Dubai to remain ahead of growing demand while maintaining exceptional service quality.
Driving Innovation Through Smart Infrastructure
DEWA’s world-leading performance is the outcome of a carefully planned transformation that has unfolded over the past decade. Rather than expanding infrastructure in the traditional sense, the utility has focused on building an intelligent, digital and future-ready energy ecosystem capable of anticipating challenges before they affect customers.
At the heart of this transformation is DEWA’s Smart Grid Strategy, a long-term investment programme designed to modernise Dubai’s electricity network through automation, artificial intelligence, Internet of Things (IoT) technologies and real-time data analytics. With investments of around AED 7 billion through 2035, the initiative is strengthening every stage of electricity generation, transmission and distribution while preparing the emirate for increasing demand driven by population growth, electrification and clean energy adoption. One of the strategy’s standout innovations is the Automatic Smart Grid Restoration System (ASGR). Unlike conventional networks that depend on manual fault detection and repair, ASGR can identify faults instantly, isolate affected sections and restore power automatically in many cases. This significantly reduces outage durations while improving system resilience and operational efficiency.
Digital transformation extends beyond network operations. DEWA has integrated artificial intelligence across customer service and asset management, enabling predictive maintenance, faster decision-making and enhanced customer engagement. Its AI-powered virtual assistant, Rammas, has processed more than 13 million customer interactions, helping deliver faster responses while improving service accessibility through multiple digital channels. These technologies demonstrate that DEWA’s leadership is not built on infrastructure alone. It is powered by data, intelligent systems and continuous innovation that keep the organisation ahead of evolving industry demands.
Supporting Dubai’s Clean Energy Vision
DEWA’s operational excellence is closely aligned with Dubai’s long-term sustainability agenda. Reliable utilities are fundamental to achieving ambitious climate goals, supporting economic diversification and enabling the transition towards cleaner energy systems.
As the organisation responsible for implementing the Dubai Clean Energy Strategy 2050 and the Dubai Net Zero Carbon Emissions Strategy 2050, DEWA is playing a central role in reshaping the emirate’s energy landscape. Through large-scale renewable energy investments, smart grids and advanced energy management systems, the utility is creating the infrastructure needed to support a low-carbon economy. Among its flagship initiatives is the Mohammed bin Rashid Al Maktoum Solar Park, the world’s largest single-site solar park developed under the Independent Power Producer (IPP) model. Once completed, the project is expected to reach a capacity of 7,260 megawatts by 2030, supplying clean electricity to millions of residents while reducing millions of tonnes of carbon emissions annually.
Reliable electricity networks become even more critical as renewable energy capacity increases. Solar and wind resources require flexible grids capable of balancing variable generation while maintaining uninterrupted supply. DEWA’s investments in digital technologies, smart infrastructure and advanced control systems ensure that Dubai can integrate growing amounts of renewable energy without compromising reliability. This combination of sustainability and operational excellence positions Dubai among the world’s leading cities in energy transition.
DEWA’s Performance at a Glance
| Key Performance Indicator | Latest Performance | Why It Matters |
|---|---|---|
| Global KPI Rankings | 1st in 13 indicators | Demonstrates international leadership across utility operations |
| Customer Minutes Lost (CML) | 0.82 minutes (49 seconds) | Lowest annual outage time globally |
| Electricity Network Losses | 2% | Significantly below the global average of 6-7% |
| Water Network Losses | 4.4% | Among the lowest worldwide, improving water security |
| Power System Reliability | Over 99.99% | Ensures uninterrupted service for residents and businesses |
| Smart Grid Investment | AED 7 billion by 2035 | Supports automation, resilience and future energy demands |
Source: DEWA Sustainability Report 2025, DEWA, WAM and regional industry reports.
Raising the Global Benchmark
Achieving first place in 13 key performance indicators is not simply recognition for operational efficiency. It reflects DEWA’s ability to deliver consistent, measurable results across every aspect of utility management, from infrastructure reliability and resource efficiency to customer service and digital innovation.
Around the world, utilities are facing increasing pressure from ageing infrastructure, climate-related disruptions and rising electricity demand. DEWA’s experience offers an alternative model that combines strategic planning with continuous technological advancement. Instead of reacting to problems, the organisation focuses on preventing them through predictive maintenance, intelligent monitoring and long-term investment. For customers, this means dependable electricity and water services that support everyday life without interruption. For businesses, it creates confidence that critical operations can continue without unexpected disruptions. For investors, it reinforces Dubai’s reputation as one of the world’s most resilient and future-ready economies.
Perhaps most importantly, DEWA’s achievements illustrate how sustainability and operational excellence can progress together. Efficient electricity networks reduce energy losses, efficient water systems conserve valuable resources and reliable infrastructure enables greater adoption of renewable energy. Together, these outcomes contribute to economic growth while supporting the UAE’s environmental ambitions.
A Blueprint for the Utilities of Tomorrow
As cities around the world race to modernise their infrastructure, DEWA’s success provides valuable lessons for the global utility sector. Excellence is no longer measured solely by the amount of electricity generated or the length of transmission lines. It is increasingly defined by reliability, efficiency, innovation and the ability to adapt to changing customer expectations.
By securing first place in 13 key performance indicators, DEWA has demonstrated that sustained investment in digital transformation, smart infrastructure and operational excellence can deliver tangible benefits for communities, businesses and the wider economy. The organisation’s achievements also reinforce Dubai’s broader vision of becoming one of the world’s smartest, most sustainable and most liveable cities. Every second of uninterrupted power, every percentage point reduction in network losses and every technological advancement contributes to a stronger foundation for long-term prosperity. In an era where resilience has become as important as growth, DEWA is not merely keeping pace with global standards. It is helping define them. Its world-leading performance is a testament to what is possible when innovation, sustainability and strategic leadership come together with a shared commitment to excellence.
