Since its establishment in 1992, the Dubai Electricity & Water Authority (DEWA) has become synonymous with stability and innovation. The organisation is constantly introducing new technologies to provide the emirate's residents with high-quality, modern services. One of its most notable recent projects has been the Smart Response Programme, an intelligent system that enables users to swiftly and conveniently resolve electricity and water-related issues.
What is DEWA Smart Response?
The Smart Response programme was created to enable every Dubai resident to easily register a technical problem and track its resolution online or by phone. Particular attention is given to elderly people, people with disabilities, and patients who require life-support equipment.
Key city structures are connected to the project, including Dubai Police, the municipality, the Roads and Transport Authority (RTA), Etisalat and the Civil Defence. This integration makes the process as fast and reliable as possible, since problems often require coordination between different services as well as technical intervention.
How does the system work?
Residents can choose one of two options: call the DEWA contact centre on 991, or submit a request via the official website. The portal features a virtual assistant named Rammas who asks clarifying questions and helps users to submit their requests. The request is then forwarded to the technical team, who visit the site, fix the problem and close the notification. Users can also track the status of their request in real time. This increases transparency and strengthens trust in the system.
Cost and service terms
Smart Response is convenient and has a clear pricing system. Depending on the type of malfunction, customers pay for equipment replacement or repair work. For instance, replacing a fuse costs around 130 dirhams, whereas installing a new meter can cost between 260 and 1,365 dirhams.
Minor power grid malfunctions are fixed in an average of two hours, while more serious ones take up to four hours. Water incidents require a little more time: 3–6 hours. By way of comparison, such requests often take a day or more in most of the world's megacities, which makes Dubai's practice exemplary for other countries.
The most common types of work and their corresponding DEWA rates are listed below:
- Replacement of a single fuse: AED 165
- Replacement of a blown fuse: AED 130
- Replacement of a low-voltage fuse at a substation: AED 150
- Replacement of a low-voltage fuse in a mini distribution board: AED 145
- Replacing a fuse in a distribution board costs AED 130.
- Replacement of a single-phase meter (any power): AED 260
- Replacement of a three-phase meter (30–90A): AED 330
- Replacement of a three-phase meter (>30–90A): AED 435
- Replacement of an IMS Ele. meter (10–90A, 1Ph, 2W): AED 765
- Replacement of an IMS Ele. meter (20–120A, 3Ph, 4W): AED 1,190
- Replacement of an IMS Ele. meter (5A, LV-CT4W): AED 1,365
- Replacement of a current transformer: 520 AED
- Replacement of a current transformer with a kilowatt-hour meter: 480 AED
- Resetting of a tripped circuit breaker: 130 AED
- Power cable repair: 130 AED
- Opening and closing a substation at the customer's request: 95 AED
- Checking the power supply at the customer's request: 135 AED
- Disconnecting the power supply at the customer's request: 95 AED
- Restoring power after completing private work: 95 AED
Please note that these prices apply exclusively to electricity-related repairs. In the event of damage to water pipes, the responsible party bears the costs entirely.
Why is this important for Dubai?
Dubai is actively developing the concept of a smart city. Smart Response fits organically into the Smart Dubai strategy, which uses digital solutions to improve quality of life. With the population growing rapidly and the number of foreign residents increasing, the efficiency and transparency of public utilities are becoming a necessity, not just a convenience.
Furthermore, the service helps combat one of the region's main problems — high energy and water consumption. A rapid response to accidents reduces resource losses and increases the system's overall efficiency.
Users can expect the following in the future
In the coming years, DEWA plans to integrate Smart Response with other city platforms and mobile applications. The use of artificial intelligence and Internet of Things technologies to predict breakdowns before they occur is already being considered.
Experts also predict that the programme will expand into the field of sustainable development, connecting solar panels, smart water supply systems and energy-saving technologies.
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