ITWorx Leads DED's initiative to e-Transform Citizen Satisfaction for Dubai’s Department of Economic Development (DED

Customer Profile

Department of Economic Development (DED) mission is to lead the economic growth to enhance the welfare and prosperity of Dubai and the UAE. DED is responsible for developing economic policy and regulations, identifying strategic growth sectors, providing efficient services to local and international investors, as well as business registration and licensing in Dubai

The Challenge

Department of Economic Development (DED) is seeking to e-transform its services to empower citizens with multi-channel e-services leading to superior customer service. Targeting this goal, DED consulted ITWorx which is currently leading the initiative of DED services automation.

The Solution

After a thorough evaluation of project objectives, ITWorx enhanced DED’s current external portal by incorporating an Appointment Management System and a Customer Relationship Management (CRM) solution which automates ten service workflows across multiple departments. The new system also integrates ITWorx modules for Newsletters and My Messages as well as a new Main Entry page. A feedback survey and comprehensive reporting were also included to allow DED to monitor the effectiveness of the new e-services for delivery efficiency as well as for employee and citizen satisfaction.

 

Appointment Management System

The online Appointment Management System empowers citizens, entrepreneurs and businesses with the ability to book and amend appointments with Government officials for services which require a face-to-face meeting as part of the process of issuing licenses, certificates or registrations.

 

Using the Appointment Management System on the DED portal, users can browse available time-slots and locations for different services, and then book or amend appointments online. On arrival, an automated touch-screen kiosk ensures fast check-in and directs the user to the appropriate waiting area and service counter. In the waiting area, a large screen displays information on the length of the queue and each user’s position within it.

To enhance system administration and management of resources, back-end functions allow government officials to control waiting times by allocating new arrivals to the service desk with the shortest queue. Additional rules for managing resources can be configured by Government officials at each location. Automated alerts notify officials when the number of applicants exceeds their defined limits and allows temporary staff to be allocated to reduce waiting times.

 

Automating Shared Workflows

In Phase 1 of the Shared Services Initiative, ITWorx implemented a Microsoft Dynamics CRM incorporating ten internal services onto the intranet used by DED employees. The workflows defined within CRM include processes accessed by employees in the purchasing, human resources, administration and finance departments of DED. Workflows are defined and optimised by the system administrator, whilst security is enhanced by controlling employee access to individual services and processes.

 

Many of the processes were complex, with a single Request for Purchase, for example, requiring no less than sixteen separate steps within its processing cycle. By automating the workflow, the Administration Affairs Department increases the efficiency of handling employee requests for services such as transportation, filing, documentation and postal services.

 

Automation also gives employees more control and visibility of their requests. For example, via Human Resources, DED employees can easily modify personal details, post suggestions, add travel requests, or add requests to complete employment papers such as bank account details or health cards. Employees can also request payment by cheque or cash and track the progress of their request through Accounts Payable in Finance Services. A Task List shows the request status as well as key action dates and a list of stakeholders and other relevant information. Escalation of an unresolved request is triggered when the request exceeds its defined time-scale, ensuring that unresolved requests are highlighted and prioritised. A satisfaction survey encourages employees to leave feedback on CRM, helping managers to optimise the workflows for greater efficiency.

 

e-Services

Providing an enhanced interface improves the users’ experience by delivering higher levels of interactivity and faster access to Government information and resources. Users can access a wide range of services, such as applying for, renewing and printing licenses, paying inspection fees, and reserving or renewing a trade name.

 

The integration of My Messages and Newsletters modules enhances information sharing by allowing the latest messages to be sent to named users, as well as generic messages to be displayed to all users. This increased communication promotes higher levels of interaction between DED and all service users.

The Benefits

  • Higher user satisfaction through flexibility to book and manage appointments
  • Greater efficiency for DED employees through automating complex workflows
  • Higher employee satisfaction § Improved information sharing using CRM collaboration features
  • Greater control over resources by reporting module

Technologies and Software

  • A.S.P.NET 2.0
  • Microsoft Dynamics CRM 4.0
  • Javascript
  • Silverlight
  • Microsoft SQL Server 2008