Software AG Case Studies Dubai transforms service delivery using ARIS

Edit This Case Study Record

	Dubai transforms service delivery using ARIS Software AG

Dubai transforms service delivery using ARIS

Software AG

Technology Category	Analytics & Modeling - Process Analytics
Applicable Industries	Cities & Municipalities
Applicable Functions	Business Operation
Use Cases	Process Control & Optimization
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. Read More
About 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. Read More
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. Read More Log in to view content
Contents

Technology Category

Analytics & Modeling - Process Analytics

Applicable Industries

Cities & Municipalities

Applicable Functions

Business Operation

Use Cases

Process Control & Optimization

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 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.

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.

Impact #1	Provided critical transparency to eliminate operational bottlenecks
Impact #2	Re-engineered processes for huge cost savings
Impact #3	Streamlined delivery of 27 municipal services

Impact #1

Provided critical transparency to eliminate operational bottlenecks

Impact #2

Re-engineered processes for huge cost savings

Impact #3

Streamlined delivery of 27 municipal services

Download PDF Version

Overview

Dubai transforms service delivery using ARIS

Operational Impact