Dubai Electricity and Water Authority (DEWA) has officially set a new global benchmark in utility performance, recording a world-leading 0.82 minutes of Customer Minutes Lost (CML) per year. This achievement, equivalent to approximately 49 seconds, cements Dubai’s position at the forefront of global energy infrastructure, surpassing major utilities in Europe and North America.
Key Development
The milestone, announced by HE Saeed Mohammed Al Tayer, MD & CEO of DEWA, represents a 13% improvement over the previous world record of 0.94 minutes set in 2024. The authority attributed this success to the strategic implementation of the Automatic Smart Grid Restoration System, the first initiative of its kind in the Middle East and North Africa. This system operates entirely without human intervention, utilizing intelligent platforms to detect, isolate, and resolve faults within seconds.
DEWA’s performance metrics now place Dubai significantly ahead of international peers. For comparison, leading utilities across the European Union record an average of approximately 15 minutes of CML per year. The authority’s ability to maintain under a minute of outages annually is a testament to its aggressive digitisation strategy and the integration of Fourth Industrial Revolution technologies, particularly Artificial Intelligence (AI), into its operational core.
Why It Matters
For residents and businesses in Dubai, this level of reliability is a critical economic driver. In a city that serves as a global hub for finance, technology, and tourism, even a minor power disruption can result in significant productivity losses. DEWA’s achievement ensures:
- Business Continuity: Uninterrupted operations for data centres, hospitals, and major commercial hubs.
- Infrastructure Efficiency: Reduced operational costs and line losses, which currently stand at a world-low 2% for electricity and 4.4% for water.
- Investor Confidence: A stable utility framework attracts international firms looking for high-quality, reliable infrastructure.
Bigger Picture
This record is a primary pillar of the Dubai Economic Agenda (D33) and the Dubai 2040 Urban Master Plan, both of which aim to position the emirate among the top three global cities. The achievement is backed by DEWA’s Dh7 billion Smart Grid programme, which is scheduled for completion through 2035.By focusing on “Digital DEWA,” the utility is shifting from a traditional service provider to a technologically advanced ecosystem. The strategy aligns with the UAE’s Net Zero 2050 goal, as a smarter grid allows for the more efficient integration of renewable energy sources, such as the Mohammed bin Rashid Al Maktoum Solar Park, into the national power mix.
What Happens Next
DEWA is reportedly set to increase its focus on predictive maintenance, using AI to identify potential network failures before they occur. With the recent launch of services on ChatGPT and other AI-driven platforms, the authority is moving toward a “self-healing” grid that predicts demand spikes and adapts in real-time.
As Dubai continues to expand, DEWA’s infrastructure will be scaled to serve a customer base that surpassed 1.3 million accounts at the end of 2025. Future investments will likely target increased seawater reverse osmosis (SWRO) desalination capacity, which is expected to reach 308 million imperial gallons per day (MIGD) by 2030 using renewable energy, further enhancing the city’s total utility resilience.
FAQs
What does “Customer Minutes Lost” (CML) mean?
CML is a standard global utility metric that measures the total number of minutes that customers are without electricity during a year.
How does Dubai compare to the rest of the world in power reliability?
At 0.82 minutes (49 seconds), Dubai is the world leader. Major European utilities average 15 minutes, while many global hubs experience significantly higher disruption times.
What technology is behind this 49-second record?
The primary driver is the Automatic Smart Grid Restoration System, which uses AI and automated sensors to fix faults without manual intervention.
Are water services also measured by this record?
While CML specifically refers to electricity, DEWA also holds a world record for the lowest water line losses, which stood at just 4.4% in 2025.
Does this reliability impact my monthly DEWA bill?
A more reliable grid reduces operational waste and repair costs for the utility, which helps maintain stable pricing despite rising global energy costs.
