Dubai Electricity and Water Authority (DEWA) Sets Global Benchmark with Record-Low Customer Minutes Lost (CML) in 2024
Dubai Electricity and Water Authority (DEWA) has once again reaffirmed its global leadership in power efficiency and reliability by achieving the world’s lowest electricity Customer Minutes Lost (CML) in 2024. Under the visionary leadership of HE Saeed Mohammed Al Tayer, MD & CEO of DEWA, the authority recorded an unprecedented 0.94 minutes per customer, surpassing its 2023 record of 1.06 minutes and far outperforming the 15-minute average of leading European utilities.
Setting New Standards in Service Reliability
The achievement highlights DEWA’s ongoing commitment to delivering world-class utility services by leveraging innovation and cutting-edge technology. Speaking about this milestone, HE Saeed Mohammed Al Tayer emphasized DEWA’s strategic direction aligned with the vision of His Highness Sheikh Mohammed bin Rashid Al Maktoum, Vice President and Prime Minister of the UAE and Ruler of Dubai. He reiterated that DEWA is dedicated to transforming Dubai into one of the best cities in the world in terms of quality of life, infrastructure, and sustainability.
“We are guided by the vision and directives of His Highness Sheikh Mohammed bin Rashid Al Maktoum to make Dubai the world’s best city for quality of life. To achieve this, we continuously develop Dubai’s electricity and water infrastructure through innovation, which we adopt as a key approach to managing facilities through a smart and interconnected network. This enables us to deliver our services according to the highest standards of quality, availability, reliability, efficiency, and sustainability, supporting the Dubai 2040 Urban Master Plan and the Dubai Economic Agenda (D33), which aims to position Dubai among the world’s top three cities,” stated Al Tayer.
Since 2012, DEWA has made significant strides in reducing CML from 6.88 minutes per customer per year to just 0.94 minutes in 2024. This remarkable improvement underscores DEWA’s commitment to innovation, sustainability, and digital transformation, ensuring Dubai remains at the forefront of smart utility services.
The Role of Smart Grid Investments
A key contributor to DEWA’s impressive performance is its investment in smart grid infrastructure. The authority has committed AED 7 billion in smart grid investments, with plans extending up to 2035. This initiative has been instrumental in transforming the efficiency and reliability of Dubai’s electricity transmission and distribution networks.
“The Smart Grid, which we are implementing in stages with AED 7 billion investments up to 2035, has been instrumental in achieving this milestone. It provides advanced features, including enhanced energy transmission and Electricity distribution efficiency, reduced losses, and improved electric load management,” said Al Tayer.
A flagship component of this Smart Grid initiative is the Automatic Smart Grid Restoration System (ASGRS)—a pioneering innovation in the Middle East and North Africa (MENA) region. The ASGRS is designed to increase the control, management, and monitoring of Dubai’s power network, ensuring minimal service disruptions.
“A key programme launched under the Smart Grid is the Automatic Smart Grid Restoration System, the first of its kind in the Middle East and North Africa. It increases the control, management, and monitoring of the power network. Operating around the clock without human intervention, it uses smart, innovative, and centralised systems to locate faults, isolate them, and automatically restore service, enhancing grid automation, fault detection, and rapid service restoration,” Al Tayer explained.
Harnessing the Fourth Industrial Revolution
DEWA’s leadership in power reliability is largely due to its proactive adoption of Fourth Industrial Revolution technologies. These include artificial intelligence (AI), blockchain, Internet of Things (IoT), big data analytics, and automation—all of which contribute to improving energy management and reducing downtime.
Through AI-powered predictive analytics and machine learning algorithms, DEWA is able to anticipate faults before they occur, significantly reducing service interruptions. Smart meters, real-time monitoring, and automated response systems further enhance operational Electricity efficiency, allowing the utility provider to maintain seamless electricity supply across Dubai’s rapidly growing population and business sectors.
A Global Benchmark for Utility Excellence
By achieving the lowest CML globally, DEWA has set a new industry benchmark that surpasses even the most advanced economies in Europe, Asia, and North America. The average CML for leading European utilities stands at approximately 15 minutes per customer per year, making Dubai’s 0.94 minutes per customer an outstanding accomplishment. This achievement not only demonstrates DEWA’s superior service reliability but also positions Dubai as a global leader in smart and sustainable energy solutions.
The reduction in power outages and faster service restoration contributes to Dubai’s economic competitiveness by ensuring that businesses, industries, and residents experience uninterrupted electricity services. This is particularly critical for key sectors such as finance, technology, healthcare, and tourism, where continuous power supply is essential for seamless operations.
Commitment to Sustainability and Future Goals
DEWA’s long-term vision is not only focused on enhancing efficiency and service reliability but also on driving sustainability and clean energy adoption. The authority has already made significant progress in integrating renewable energy sources, particularly solar power, into Dubai’s energy mix. The Mohammed bin Rashid Al Maktoum Solar Park, one of the largest single-site solar parks in the world, plays a pivotal role in supporting Dubai’s Electricity Clean Energy Strategy 2050, which aims to generate 100% of the city’s power from clean energy sources by 2050.
By integrating AI-driven power management systems with renewable energy generation, DEWA ensures a smart, resilient, and green power network. The continuous advancements in battery storage technologies, smart grids, and digital substations further enhance DEWA’s ability to provide sustainable, uninterrupted, and efficient power to all consumers.
Strategic Alignment with National and Global Initiatives
DEWA’s achievements directly support several national and global initiatives, including:
- Dubai 2040 Urban Master Plan: A comprehensive blueprint to enhance Dubai’s infrastructure and sustainability.
- Dubai Economic Agenda (D33): Aims to position Dubai among the top three global cities by promoting digital transformation and smart city initiatives.
- UAE Energy Strategy 2050: Focused on balancing energy production and consumption while reducing carbon emissions.
- UN Sustainable Development Goals (SDGs): Specifically aligning with SDG 7 (Affordable and Clean Energy) and SDG 9 (Industry, Innovation, and Infrastructure).
The Road Ahead: Innovation and Expansion
Looking ahead, DEWA plans to expand its smart grid capabilities, integrate more AI-based predictive maintenance technologies, and continue enhancing grid automation. The authority is also investing in research and development to explore next-generation energy solutions, including hydrogen energy, floating solar farms, and enhanced battery storage systems.
With Dubai’s rapid urban expansion, the demand for electricity is expected to grow significantly. DEWA’s continued commitment to cutting-edge technologies, strategic investments, and sustainable energy solutions will be crucial in maintaining its position as a global leader in power reliability.
