A Step-by-Step Breakdown of Etihad Water and Electricity

Etihad Water and Electricity (EtihadWE) is the government authority responsible for providing water and electricity services to the Northern Emirates of the UAE, including Ajman, Umm Al Quwain, Ras Al Khaimah, and Fujairah. Previously known as the Federal Electricity and Water Authority (FEWA), the organization was rebranded to EtihadWE in 2022.

EtihadWE oversees the generation, transmission, and distribution of electricity and desalinated water to homes and businesses in the four Northern Emirates. They operate power plants, desalination facilities, transmission networks, pipelines, pumping stations, and other critical infrastructure to ensure reliable supply.

As the sole provider of these essential utilities in their service areas, EtihadWE strives to provide quality services, meet growing demand through capacity expansions, implement sustainability measures, and support community development initiatives across the Northern Emirates.

Step 1: Understanding the Etihad Water and Electricity Infrastructure

EtihadWE utilizes extensive infrastructure across the Northern Emirates to provide water and electricity services. This includes:

  • Power plants – EtihadWE operates multiple power plants, including Taweelah Asia Power Company (TAPCO), Gulf of Oman Power Company (GOPCO), and the Fujairah F2 power plant. These plants have a combined installed capacity of over 5,000 MW.
  • Desalination plants – Multi-stage flash distillation plants located in Umm Al Quwain, Ras Al Khaimah, and Fujairah that can produce over 150 million imperial gallons of water per day.
  • Transmission networks – Over 2,800 km of transmission lines and cables ranging from 33kV to 400kV to transport electricity from power plants to substations.
  • Pipelines – Extensive network of pipelines transports desalinated water across all four Northern Emirates.
  • Pumping stations – Strategically located pumping stations help distribute water through the pipeline network.
  • Substations – Hundreds of substations with transformers reduce electricity voltage for distribution.
  • SCADA systems – Advanced monitoring and control networks help optimize infrastructure performance.

Discussion of the key components and features of the infrastructure

A few key components and features that enable EtihadWE’s infrastructure to effectively deliver water and electricity include:

  • Smart meters – Over 400,000 smart meters installed help track detailed usage patterns, improve billing accuracy, and support analysis for optimizing operations.
  • Automation and control systems – SCADA systems along with digital monitoring of critical parameters enables remote control, real-time troubleshooting, and predictive maintenance.
  • Asset management software – Solutions like Maximo are used to manage maintenance and get the most value out of assets over their lifetime.
  • GIS mapping – Detailed geospatial information system mapping of all assets helps efficiently track, analyze and manage the vast infrastructure.
  • Water reservoirs – Large reservoirs near desalination plants help meet variances in daily and seasonal water demand.
  • Emergency response – Protocols, equipment, drills and exercises aim for resilience and quick recovery from unplanned disruptions.

By leveraging such technologies and design features, EtihadWE strives to provide reliable, efficient and quality services as a responsible utility provider.

Step 2: Exploring the Environmental Impact

As a utility provider that operates power plants, desalination facilities and extensive networks, EtihadWE’s operations do have an environmental impact that must be managed responsibly. Some of the major environmental aspects include:

  • Carbon emissions – Power plants relying on natural gas for electricity generation lead to significant greenhouse gas emissions.
  • Brine discharge – Saline concentrate or brine discharged from desalination plants can affect marine ecosystems if not treated properly before discharge.
  • Resource use – Large amounts of fuel, chemicals and water are utilized in operations that must be tracked and optimized.
  • Waste – Hazardous waste like oil, grease and sludge requires specialized disposal protocols to prevent contamination.

Additionally, as the sole provider of electricity and water in its service regions, EtihadWE’s operations are critical to supporting all human activity, development and economic growth – which indirectly magnify its environmental footprint.

Discussion of sustainability efforts and initiatives

However, EtihadWE is committed to environmental stewardship and has several initiatives to minimize its impact, including:

  • Increasing renewable energy – Adding solar power capacities and studying wind power potential to shift away from fossil fuels.
  • Brine treatment – Upgrading brine treatment systems at desalination plants to meet strict salinity and pH discharge norms that protect marine life.
  • Water conservation – Customer education programs promote responsible usage along with technologies like smart metering.
  • Waste management – Comprehensive procedures and certified partners to responsibly handle all operational by-products and waste.
  • Certifications – Seeking ISO certifications for quality, environmental and health and safety management across facilities and operations.

By optimizing processes, incorporating renewables, driving efficiency through latest technologies and involving stakeholders, EtihadWE aims to deliver essential, reliable and responsible utilities to the Northern Emirates.

Step 3: Analyzing the Role in Community Development

As the sole provider of electricity and water serving vital human needs, EtihadWE plays an indispensable role in the development of communities across the Northern Emirates through:

  • Economic growth – Reliable and quality power and water supply promotes industrial growth, supports commercial establishments and enables regional development.
  • High living standards – Access to clean drinking water along with air-conditioning and lighting in homes leads to improved health, comfort and overall quality of life for residents.
  • Infrastructure expansion – Constant upgrades to the water and electricity networks supports construction boom and new communities across the regions served.

In essence, EtihadWE’s operations directly raise the Northern Emirates’ competitiveness for investment, make them attractive places to live in and unlock their developmental potential – thus accelerating economic and community growth.

Discussion of social responsibility and community engagement initiatives

Apart from reliable services, EtihadWE undertakes other initiatives as a responsible corporate citizen for community welfare including:

  • Educational support – Organizing awareness sessions on sustainability along with scholarships and internships for UAE national students
  • Community programs – Undertaking regular blood donation camps, supporting special needs children and environmental conservation drives in Northern Emirates.
  • Emiratization – Significant focus on hiring and progressing UAE nationals by providing training and growth opportunities across the organization.
  • Innovation partnerships – Collaborating with universities and technology firms on R&D projects to develop solutions benefitting communities.
  • Tariff considerations – Factoring in costs of living and feedback from residential consumers while designing affordable electricity and water tariff structures.

By aligning corporate priorities with wider socio-economic objectives around sustainability, inclusion, technology adoption and responsible governance – EtihadWE continues to be a force for good enabling the Northern Emirates’ progress.

Step 4: Ensuring Reliability and Quality Service

With water and electricity forming fundamental human needs, EtihadWE has an immense responsibility to ensure reliable supply and service quality for customers including:

  • Consistent power and water availability – By minimizing disruptions through preventive maintenance, quick response teams and buffered inventory like reservoir storage and backup generators.
  • Quality compliance – Rigorous sampling, testing and upgrades to meet drinking water health parameters along with voltage and frequency electricity standards.
  • Responsiveness – Multiple customer channels like app, website, call center as well as physical centers to register complaints and promptly resolve issues.

EtihadWE matches international benchmarks around key reliability metrics like System Average Interruption Duration Index (SAIDI), Water Quality Compliance and Customer Satisfaction scores – thus validating its service quality.

Discussion of customer satisfaction and service standards

EtihadWE regularly measures customer satisfaction across various service aspects to continually improve quality and meet expectations. This includes:

  • Speed of service – Timeliness in new connection provisioning, restoring supply after outages and resolving billing/payments issues.
  • Staff competence – Knowledge and skill levels for technicians, call center agents and customer service officers.
  • Information availability – Ease of accessing usage, tariff and payment information through channels like website, app and messaging.
  • Facilities – Ambience, cleanliness, accessibility and availability of customer service centers and payment kiosks.

By streamlining processes, training personnel, leveraging technology and involving customer feedback – EtihadWE aims to set new benchmarks in customer service while fulfilling the region’s water and electricity needs.


Etihad Water and Electricity has an indispensable role in enabling the progress of the Northern Emirates through its reliable and responsible utilities. While the scale of its infrastructure and operations lead to significant environmental impacts, EtihadWE strives to be a conscientious steward of sustainability through various initiatives targeting efficiency, renewables adoption and waste management. Going forward, along with pushing the boundaries of customer service quality, EtihadWE must continue collaborating with partners and communities to drive all-round development in the UAE’s Northern.

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