Opinion: Using Smart Technologies to Build a More Inclusive Society for People of Determination

By H.E. Saeed Mohammed Al Tayer, MD & CEO of DEWA

DUBAI, United Arab Emirates (July 6, 2025) – Modern technology plays a vital role in empowering People of Determination and ensuring their full inclusion in society. By leveraging digital innovations such as artificial intelligence (AI) and the Internet of Things (IoT), we can break down barriers that hinder access to education, employment, and essential services. These tools not only enhance independence and quality of life but also empower individuals to contribute meaningfully to national development.

The UAE has created a forward-thinking model for integrating People of Determination by offering equitable access to resources, inclusive infrastructure, and opportunities to thrive. National strategies like the National Policy for Empowering People of Determination and My Community… A City for Everyone reinforce this commitment. These efforts align with the 2025 Year of the Community initiative, launched under the theme “Hand in Hand”, promoting social cohesion and inclusive growth.

At Dubai Electricity and Water Authority (DEWA), we align our operations with the UN Convention on the Rights of Persons with Disabilities, particularly Article 9, which mandates enhanced accessibility to physical and digital environments. Through Fourth Industrial Revolution technologies—AI, generative AI, and IoT—we strive to create a barrier-free experience for all users.

DEWA has taken several steps to ensure accessible services, including:

A website and mobile app that meet global accessibility standards.
An AI-powered sign language interpreter.
‘Ash’ir’ live video chat for people with hearing disabilities.
‘Hayak’ text and video chat options.
‘Rammas,’ our bilingual virtual AI assistant.
Smart Response for prioritized technical support.
Customer Happiness Centers with remote video support and hearing loops.

Our efforts have yielded tangible outcomes. In 2024, employee happiness among People of Determination reached 100%, and customer satisfaction among this group stood at 98%. These achievements reflect the power of technology to accelerate inclusion and enable active participation in building sustainable communities.

As we look ahead, digital innovation remains a cornerstone for enhancing accessibility and ensuring no one is left behind.