Dubai pushed artificial intelligence further into live public services on Monday as DEWA deployed agentic AI across its digital platforms and the Roads and Transport Authority (RTA) launched a smart system to improve bus readiness, reflecting Dubai’s effort to make AI a practical layer of public infrastructure.
The two updates bring AI into utilities and public transport, two areas that directly touch residents, customers and commuters. They also show how Dubai is moving intelligent systems beyond pilots, using them to speed up decisions, improve service quality and make core infrastructure more responsive.
DEWA rolls agentic AI across 5 digital platforms
Dubai Electricity and Water Authority said on X that it has integrated agentic AI across several digital platforms in response to directives from HH Sheikh Mohammed bin Rashid Al Maktoum, Vice President and Prime Minister of the UAE and Ruler of Dubai, to deploy agentic AI across government services and operations.
The rollout covers DEWA’s website, smart app, Smart Office employee app, dashboards and internal platforms, with the first phase focused on service design, customer digital experience, experience quality monitoring and the Testing Centre of Excellence.
The move builds on DEWA’s broader AI-native push announced in June, when the authority held its second Agentic AI Retreat at Al Shera’a, its new headquarters.
At the event, HE Saeed Mohammed Al Tayer, MD and CEO of DEWA, said the authority had been guided by the UAE’s leadership on agentic AI and by the national framework for autonomous execution and decision-making.
Al Tayer said DEWA began its AI journey in 2017 and has since embedded AI across generation, transmission and distribution.
AI and transformative tech cut refund times and scale customer support
The authority has also expanded the use of digital twins, smart substations, automated power restoration, solar forecasting, cybersecurity tools and advanced analytics to raise efficiency and improve service delivery.
DEWA said its AI transformation has helped cut security deposit refund times from four days to eight minutes without human intervention, while its Rammas virtual assistant has handled more than 13 million customer inquiries since its launch in 2017 through May 2026.
RTA cuts bus response decisions to under 1 minute
Dubai’s Roads and Transport Authority launched a separate AI-powered system to manage and operate buses more efficiently across various transport conditions, according to Dubai Media Office.
The system monitors more than 1,100 buses and supports 26 operational scenarios, strengthening the readiness of the public transport network.
RTA said it can reduce decision-making and bus distribution time from 30 to 60 minutes to less than one minute by using real-time data, machine learning and advanced algorithms to identify and route the most suitable buses quickly.
UAE targets agentic AI across 50% of government services
The Dubai announcements come as the UAE accelerates a national AI agenda built around government transformation.
In April, HH Sheikh Mohammed announced a framework to shift 50 percent of UAE government sectors, services and operations to agentic AI within two years, with systems expected to monitor changes, analyze data, manage operations and support decisions more independently.
In May, the UAE Cabinet approved the federal implementation framework for the Agentic AI Project and launched a program to train 80,000 federal government employees in agentic AI tools and technologies.
The wider direction is tied to the UAE Artificial Intelligence Strategy 2031, which aims to position the country as a global AI leader and apply the technology across priority sectors including energy, transport, healthcare, government services and cybersecurity.
For Dubai, the latest DEWA and RTA moves show that AI is no longer just a future target, but part of the everyday systems that keep services moving, manage mobility and shape how people interact with the city.
