Saeed Mohammed Al Tayer, managing director and chief executive officer of the Dubai Electricity and Water Authority, raised the Hamdan Bin Mohammed Programme for Government Services Flag at the organisation’s new Al Shera’a headquarters on Sunday. The ceremony took place in the presence of a delegation from the Executive Council of Dubai headed by Dr. Hazza Khalfan Al Nuaimi, assistant secretary general for excellence and government services sector at the council, according to the Emirates News Agency. Several DEWA officials also attended the event at the sustainable building in Al Jaddaf, which was inaugurated by Sheikh Mohammed bin Rashid Al Maktoum in May 2026 as the world’s tallest, largest and smartest net-positive energy government structure.
DEWA secured the Hamdan Flag for recording the highest results in implementing Phase III of the Services 360 Policy among 28 participating Dubai government entities, a DEWA assessment found. The authority focused on streamlining customer journeys, reengineering processes and deploying cutting-edge digital technologies to deliver proactive, integrated, innovative and secure services. These steps have enhanced customers’ quality of life and happiness while aligning with the objectives of the Dubai Economic Agenda, the Dubai Clean Energy Strategy 2050 and the Dubai Net Zero Carbon Emissions Strategy 2050.
DEWA figures show the authority achieved 100 per cent of the 360 Services agenda objectives and 100 per cent of the service integration plan across unified channels while processing more than 14 million integrated digital transactions annually. It improved 22 services for customers and developed or enhanced eight integrated services during the 2025 cycle. The utility also attained 100 per cent automation of service delivery processes, 100 per cent self-service availability and a digital service adoption rate of 99.6 per cent.
A Services 360 Policy Impact Report presented in July 2026 indicated that the initiative had transformed 1,474 government services across Dubai over three years, generating total savings of AED6 billion including AED2.7 billion for customers and AED3.3 billion for government entities. The programme delivered a 96 per cent reduction in waiting times, an 85 per cent drop in required visits, a 61 per cent cut in service requirements, a 53 per cent reduction in processing time and a 51 per cent decrease in service completion time. Customer confidence in service improvements reached 90 per cent under the whole-of-government approach involving 28 entities.
The new Al Shera’a headquarters spans more than two million square feet with 19 floors plus a ground level and basement, DEWA said in a statement. The building incorporates over 110,000 smart sensors, more than 1,500 wireless access points and over 3,200 network devices that generate more than 1.9 million automated control commands daily while producing renewable energy that exceeds its consumption. It supports the emirate’s sustainability goals through integrated AI-powered systems covering everything from energy management to employee facilities.
DEWA data places customer happiness at 98.9 per cent on the Dubai Government’s Instant Happiness Index with an overall customer trust index of 98.4 per cent. Happiness among people of determination reached 98.02 per cent while partner happiness stood at 99.19 per cent. The authority achieved a 100 per cent resolution and response rate for customer feedback and a service quality score of 97.58 per cent at its customer care centre.
The Hamdan Bin Mohammed Programme for Government Services, launched by Sheikh Hamdan bin Mohammed bin Rashid Al Maktoum, seeks to raise the quality and efficiency of Dubai’s public services to global benchmarks through innovation, integration and sustainability, according to the Dubai Model Centre. DEWA’s recognition adds to its track record that previously included the 2020 Hamdan Flag for its Smart Living initiative. The flag-raising ceremony at the new headquarters reflects the authority’s continued focus on customer-centric digital transformation across its operations.
