DEWA provides professional services in supplying and maintaining water connections to houses and buildings

Dubai Electricity and Water Authority (DEWA) adopts the best international practices and highest standards in environment and sustainability. This is done using on the latest technologies in production, transmission, distribution, and use of energy and water. This supports the vision of HH Sheikh Mohammed bin Rashid Al Maktoum, Vice President and Prime Minister of the UAE and Ruler of Dubai, and the Dubai Plan 2021 to achieve the sustainable development, excellence, and competitiveness of Dubai and the UAE. DEWA harnesses creativity and excellence in its day-to-day activities to improve the performance, efficiency, and service standards. It works to provide the best distinguished government services that achieve the highest levels of people’s satisfaction and happiness.

DEWA has achieved outstanding results in efficiency and reliability that surpass even the private sector. DEWA has surpassed leading European and American companies in efficiency and reliability. Water network losses decreased to 9%, compared to 15% in North America, achieving global results in reducing water losses. The UAE, represented by DEWA, was ranked fourth globally and first in the Middle East and North Africa for the second consecutive year for getting electricity as per the World Bank’s Doing Business 2015 report.

“DEWA works according to its strategy, which is a key component of the Dubai Plan 2021. We work to establish Dubai’s leading regional position as a role model for the efficiency and effectiveness of water infrastructure that meets the current and future requirements of the Emirate’s development. DEWA works to secure all requirements for its growth plans by increasing efficiency and operational capacity of its water networks to meet growing demand for its services. This contributes to the sustainable development of Dubai,” said HE Saeed Mohammed Al Tayer, MD & CEO of DEWA.

“DEWA uses the latest and most efficient technologies to produce water according to the highest international standards. DEWA’s current installed capacity is 470 million imperial gallons of desalinated water per day. Peak demand is 316 million imperial gallons per day,” added Al Tayer.

Led by its vision to become a sustainable innovative world-class utility, DEWA works to meet current and future demand for water. This is done by developing Dubai’s infrastructure and using advanced, sustainable, and highly-efficient techniques in using, transmitting, and distributing water resources. DEWA develops effective programmes capable of supporting its efforts to increase domestic production of drinking water and enhance the effectiveness, efficiency, and security of the water sector in the Emirate. At the same time, DEWA promotes a culture of conservation among all society, and supports implementing individual and organisational best practices across its buildings and in a number of government buildings in Dubai.

DEWA started operating phase one of the Supervisory Control and Data Acquisition (SCADA) system at its Sustainable Building in Al Quoz to monitor and control Dubai’s water network. This includes pumping stations, reservoirs and the water network, which extends over 2,500 km. The first phase of SCADA will effectively manage Dubai’s water network round the clock using valves and automated pumps equipped with remotely operated engines. The centre helps to identify and isolate malfunctions in the shortest possible time, reducing waste of water in the network. The project uses sophisticated technology to send information digitally over a fibre-optic network. A wireless communications network also connects over 400 terminal controllers to the SCADA centre, allowing the measurement of various data in the network. The second phase of the centre will provide an emergency control room, a hydraulic management programme, and a simulator for training operating staff and engineers to manage the system according to the highest levels of effectiveness and efficiency.

DEWA adopts professional work mechanisms in providing all customers with water services. This starts with the customer’s application for an NOC for construction, request for connection, paying fees, and does not end with service connection to the site, because DEWA coordinates with its customers on site to continuously facilitate the procedures during these phases. This is a continuous process that is reviewed regularly. DEWA has already eliminated some requirements and procedures for connections. It uses advanced programmes to complete transactions and provides electronic and smart services that add to the convenience of the customers. It also coordinates with stakeholders both internally and externally to simplify procedures and reduce the number of steps and the time required to complete transactions and connections, studying all the solutions that would reduce the cost to the customers.

DEWA places great importance on the complaints and feedback it receives from its customers. A technician from DEWA’s maintenance solves the problem and restores the service as quickly as possible, replacing old connections entirely, if necessary. DEWA is responsible for connections and maintenance work up to the water meter. DEWA has adopted several preventive programmes and precautionary measures to cope with the damage to the infrastructure due to usage or weather effects. If the service is disrupted or damaged leading to problems in water service delivery, DEWA has a contingency plan in place that has been developed based on various scenarios to ensure availability of core resources. DEWA has a trained workforce capable of handling any emergencies according to a contingency plan that is implemented in coordination and cooperation with the concerned government bodies.

Al Tayer noted that DEWA has launched its strategy to build smart electricity and water networks, at a cost of AED7 billion, to provide a highly-efficient reliable infrastructure. DEWA provides its customers with a free service to check efficiency of electricity and water use in their private buildings. This is done by checking the lighting and air conditioning systems, and water connections. This enables customers to improve and rationalise their energy use and implement the necessary recommendations to achieve the highest level of reduction in their consumption.

DEWA urges all its customers to carry out periodic examinations for the efficiency of internal water connections in houses, buildings and facilities. For any unjustified increase in the monthly bill, DEWA will assign a specialised technical team to carry out necessary actions, fulfilling its obligations in preserving the natural resources of Dubai, reducing waste, enhancing customer satisfaction and happiness, and achieving the public good, for generations to come.