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Dubai transforms service delivery using ARIS
Technology Category
- Analytics & Modeling - Process Analytics
Applicable Industries
- Cities & Municipalities
Applicable Functions
- Business Operation
Use Cases
- Process Control & Optimization
The Challenge
Dubai Municipality, the government entity overseeing services and facilities in Dubai, was facing several challenges. With a population influx, the demand for municipal services was increasing. However, the Municipality was struggling to keep up with the demand, leading to processing delays in many service areas. Additionally, it lacked transparency in its business processes and had an ill-informed pricing structure. This was particularly problematic as Dubai, which has no income tax, is heavily reliant on service fees. The lack of cost transparency and institutional pressure to streamline revenue collection, combined with a push by Dubai’s government to improve customer service, called for a top-of-the-line business process management solution.
About The Customer
Dubai Municipality is the government entity that oversees services and facilities in Dubai, the most populous city in the United Arab Emirates. Established in 1954, the Municipality is tasked with planning and maintaining city infrastructure, ensuring public health and safety, and driving environmental protection. The Municipality has 11,000 employees across 34 departments. It offers hundreds of services, from urban planning and supervision of construction, environmental protection and improvement, to public health. However, with an influx of expatriates driving rapid growth, the Municipality was struggling to keep up with demand, leading to processing delays in many service areas.
The Solution
Dubai Municipality turned to Software AG's ARIS for business process analysis and ultimately to Software AG's full ARIS portfolio. Since 2008, it had utilized ARIS Architect & Designer to design and document its business processes. However, it was unable to effectively track process execution and uncover the bottlenecks that were causing big delays. What it needed most was ARIS Process Mining. The core element of the ARIS platform uses process intelligence to discover, measure and analyze digital business performance. In late 2016, Dubai Municipality signed on for an ARIS Process Mining proof of concept. It began with a service in particular need of a boost: customer product registration. In only two weeks, Software AG used ARIS Process Mining to run a host of simulations that uncovered the root of the problem.
Operational Impact
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