Paci’s Knowledge Foundation Opens Path to Future
Customer Company Size
Large Corporate
Region
- Asia
Country
- Kuwait
Product
- ARIS Business Process Analysis Platform
- webMethods Integration Platform
- Natural Application Engineering
Tech Stack
- Adabas and Natural mainframe systems
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Productivity Improvements
- Digital Expertise
Technology Category
- Platform as a Service (PaaS) - Application Development Platforms
- Platform as a Service (PaaS) - Connectivity Platforms
Applicable Functions
- Business Operation
Use Cases
- Process Control & Optimization
- Predictive Maintenance
About The Customer
The Public Authority for Civil Information (PACI) is responsible for registering, maintaining and providing civilian information for all residents of Kuwait. As the central civilian authority, the agency serves Kuwaiti citizens and foreigners as well as the varied government agencies and ministries of Kuwait. PACI employs close to 1,400 personnel and its strategic vision is driven by a commitment to service excellence. The agency is responsible for managing a wide breadth of civic information, such as personal identity, family and dependent information, building and residential data, credit history and resident status. Along with its key responsibilities to administer the data and handle related information requests from a broad audience, PACI must also be able to make changes and implement new Kuwaiti decrees regarding residency and other civilian matters in a timely manner.
The Challenge
The Public Authority for Civil Information (PACI) in Kuwait had been relying on the stable architecture of Adabas and Natural for its core civic information systems and applications for almost three decades. However, personnel changes over time, along with inadequate standards and controls, led to a fragmentation of key business and technical knowledge. This was upheld by just a few seasoned agency employees. As a result, production changes were increasingly unpredictable and the risk was high that new decrees from the Kuwaiti government could not be implemented in time. The agency needed to regain control over its IT assets and business process information, expand knowledge throughout the organization and be able to plan for and make changes safely once again.
The Solution
To regain control of its business process information and IT assets, PACI turned to Software AG. Working in cooperation with Software AG’s Global Consulting Services and supported by the ARIS platform, Natural Engineer and Software AG Consulting best practices, PACI's team of system and business analysts mapped more than 70 PACI Civil Registration System (CRS) service delivery processes. This first-ever, end-to-end documentation of PACI’s CRS processes was a significant project achievement. Not only had CRS process knowledge become fragmented across multiple business users, but a number of the CRS processes are quite complex in scope and involve as many as 150 agency employees to execute. In parallel with the business-side mapping, the PACI+ project team also mapped and documented the technical elements that support each of the CRS business processes, a total of almost 400 transactions and 1,400+ Natural objects.
Operational Impact
Quantitative Benefit
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