Dubai transforms service delivery using ARIS
公司规模
Large Corporate
地区
- Middle East
国家
- United Arab Emirates
产品
- ARIS Process Mining
- ARIS Architect & Designer
技术栈
- Business Process Analysis
- Process Intelligence
实施规模
- Enterprise-wide Deployment
影响指标
- Cost Savings
- Customer Satisfaction
技术
- 分析与建模 - 过程分析
适用行业
- 城市与自治市
适用功能
- 商业运营
用例
- 过程控制与优化
关于客户
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.
挑战
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.
解决方案
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.
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