Dubai Electricity and Water Authority (DEWA) completed 7.4 million digital transactions during the first half of 2026, highlighting the growing adoption of online utility services as Dubai continues to advance its digital government agenda.
The transaction volume demonstrates the extent to which customers are increasingly using digital channels to interact with the utility provider, reducing reliance on traditional service centres and supporting DEWA’s wider efforts to deliver accessible and efficient customer services.
The figures also provide another indicator of Dubai’s broader shift toward digital-first public services, where technology is increasingly embedded into everyday interactions between government entities, residents and businesses.
Digital channels become central to utility services
Digital platforms are changing how customers interact with electricity and water providers.
Instead of relying on physical service centres, customers can increasingly complete routine transactions through websites, mobile applications and other digital channels. This provides greater convenience while allowing utilities to automate high-volume processes.
DEWA’s 7.4 million transactions demonstrate the significant scale at which this shift is taking place.
Dubai pushes deeper into digital government
The performance aligns with Dubai’s wider efforts to create government services that can be accessed and completed digitally.
Government entities across the emirate have invested extensively in interconnected platforms, automation and mobile services designed to simplify interactions with residents and businesses.
The focus is increasingly moving beyond simply making services available online toward ensuring that complete customer journeys can be handled digitally with minimal administrative friction.
High digital adoption can improve efficiency
Moving millions of transactions onto digital channels can generate operational benefits alongside greater customer convenience.
Automated processes can reduce manual workloads, improve transaction consistency and enable organizations to serve growing customer bases without requiring equivalent expansion of physical service infrastructure.
Digital interactions also generate data that can help organizations understand service demand and identify opportunities to further improve customer journeys.
AI is becoming part of DEWA’s service transformation
DEWA has also been expanding the use of artificial intelligence within its wider digital transformation efforts.
AI and automation can complement digital service platforms by accelerating routine processes, supporting customer interactions and helping public utilities move toward increasingly intelligent and proactive service delivery.
The combination of high digital adoption and emerging AI capabilities creates opportunities for DEWA to further automate customer-facing and internal workflows.
Why this matters
DEWA’s 7.4 million digital transactions during the first half of 2026 show that digital government in Dubai is increasingly being measured through real-world adoption rather than simply the availability of online services. High transaction volumes demonstrate that digital channels have become an established part of how customers interact with essential public utilities.
Editor’s note
The next phase of digital government will be defined by usage, speed and outcomes. Putting a service online is only the first step; the greater measure of success is whether customers actually choose digital channels and whether those platforms make interactions meaningfully easier. DEWA’s transaction volumes provide evidence of this transition at scale, while further integration of AI and automation could push Dubai’s utility services toward an increasingly proactive digital model.
