bpm & soa - improving government service delivery - changing the city one process at a time -...
DESCRIPTION
The Ekurhuleni Metropolitan Municipality is one of eight South African metropolitan municipalities and located in the Gauteng province. Although the smallest in land area, Gauteng is South Africa’s most populous province and the most economically powerful region in sub-Saharan Africa. EMM serves more than 3 million residents, operates 20 Customer Care Areas (CCAs) and employs more than 18,000 people. In this presentation, Rika Pieterse and Vuyani Zwane of the City of Ekurhuleni, share their experiences of implementing ARIS and webMethods based solutions in their quest to be Africa's first "Digital City". This presentation was a keynote address at Software AG's 2014 Innovation Forum, held in Johannesburg, South Africa.TRANSCRIPT
©2014 Software AG. All rights reserved.
City of Ekurhuleni, South Africa
Customer Success Story
Rika Pieterse Senior Business Analyst:
Information & Communications
Technology Department
Vuyani Zwane Applications Manager:
Requirements Management Portfolio
and Solution Delivery
©2013 Software AG. All rights reserved.
Rika Pieterse Senior Business Analyst:
Information & Communications Technology Department
Are BPM & SOA a Solution
for Local Government to
Improve Service Delivery
City of Ekurhuleni, South Africa
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Background
EMM is an amalgamation of several towns and townships consisting currently out of 22 Customer Care Areas (CCA’s) and various service departments. Currently they are managed by the CRM department
The CCA’s and departments had their own policies, believes, processes and procedures. CCA’s and departments had a need to standardise on processes and procedures. Customers processes and procedures require automation.
Duplication of processes let to duplication of systems
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Background - Consequences
No standardized toolset on which processes could be modelled therefore EMM was at risk to lose Intellectual Property
Processes and information sharing required an integrated platform
Technology was not standardised and Enterprise Architect was not defined.
Working in silo’s – Urgent need for a paradigm shift from silo to integrated environment
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Strategy Vision The Smart, Creative and Developmental City Mission Ekurhuleni provides sustainable and people-centred developmental services that are affordable, appropriate and of a high quality
EMM
Customers
People
Processes
(Services)
Technology
(High Quality)
BPM-SOA
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The Environment of Ekurhuleni
Industry
Mines
Air port – Oliver Tambo
Hospitals, Schools, clinics, etc.
House holds
Agriculture
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Our Customers
Business people
Technical people
Skilled and unskilled
Rich and poor
From the elderly to the youth
Baby boomers, generation X, Y and Z!
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The needs of our Customers
Electricity
Water
Roads infrastructure
Waste management
Recreation Housing, etc.
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The real needs
It’s not just the services that they want from us, actually that is a given - we have to provide that to them because we are a municipality. But what do they then want from us?
They want easy access to the services
They want to know what is their status regarding a request now, e.g. how far is my building plan processed?
Actually, they want to be taken care of
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EMM’s Challenges Customer Service
Transform public services towards a more
performance oriented, outcome driven and
people focused service
Standardize processes
Acquire departmental solutions to enable EMM
employees to perform their jobs seamlessly and
focus on service delivery
Enhance decision making Right data at the right place at the right time Pro-active
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Understanding of BPM-SOA Business Process Management – Service Oriented Architecture (BPM-SOA) is
the management of all processes
supporting a business event
from the beginning to the end
integrating with different systems and databases as
services
while applying the business rules
ensuring a specific outcome
that supports the organisation’s business delivery model.
(E.g. Application for rezoning, Building plan, Pre-paid
meter process, etc.)
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Adopt BPM-SOA as a strategic enabler - Business Perspective
Business performance
Increase productivity
Secure, clarified and consistent business processes
Relationship between Business & ICT
Improve access to information
Align ICT with business
Enhance customer service
Need for self-services
Culture change – move towards a modern and
smart way in servicing the customers
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Adopt BPM-SOA as a strategic enabler - Technology Perspective
Business processes
Processes are not documented (Process repository)
No standardized toolset on which processes are
being modeled
Systems
Applications capabilities are duplicated across EMM
Higher cost due to more systems
Continuous expanding of application landscape
Technology Technology is not standardized
Enterprise Architecture has not been defined – lack of
architecture repository
No single integration platform
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BPM-SOA Architecture
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How was this accomplished?
Business Process
Management
Strategize
Design
Implement
Compose
Execute
Monitor & Control
Process
Transformation
Process
Automation
Process
Intelligence
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Lessons Learned
Customer Needs
EMM departments need to be very clear on who
the customer is and what they want
Collaboration
Break down silos – communicate!
Liaise with the correct stakeholders - communicate!
Agile approach – communicate!
Planning Before the project start, sort out the infrastructure Business and ICT to provide a roll out plan System enhancements – keep up the momentum
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Benefits
Holistic and process centric approach
Creates a sustainable platform for new requirements
Aligned ICT and the business; Demonstrates compliance
Mobile field capability
Process Improvement
Integrated process flow across the value chain and across “silos”
One version of the truth from one central repository
Improve productivity
Reporting facilities across all management levels
Transparency
Reduce costs
Positive impact on employee morale
E-mail/SMS reminders and updates
Enhance customer
experience
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Current State
No standardized toolset on which processes are being modelled therefore EMM is at risk to lose Intellectual Property
Processes and information sharing requires an integrated platform
Technology is not standardised and Enterprise Architect has not been defined.
Working in silo’s – Urgent need for a paradigm shift from silo to integrated environment
EMM acquire ARIS as a standardized toolset on which processes are being modelled
EMM invested in WebMethods as the integrated platform
EMM ICT defined a Master Systems Plan
Process documentation identify the interdependency between the departments
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BPM Reports
Indigent earlier took 3 months to
approve application and now it is
taking only 21 days in BPM.
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Is BPM-SOA a solution for local government to improve services?
Electricity: Cost reduction just in
time saving to complete the
application form
Indigent Management: Benefit from
the intelligence built into the system
Waste Management: For the first
time waste management can keep
track of their services rendered
Property alienation, Building plans
and Rezoning: Can now determine
where the hiccups are
YES!!! YES!!! YES!!!
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Questions?
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Vuyani Zwane Applications Manager: Requirements Management Portfolio
and Solution Delivery
Managing, Enabling and
Operating the city, One
Process at a time
City of Ekurhuleni, South Africa
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1. Introduction – EKURHULENI METROPOLITAN MUNICIPALITY
2. City Process Model
3. Manage the City
4. City Operations
5. City Enablers
6. Automation
7. Foundation Architecture
8. Architecture View
9. Future
10.Acknowledgement
INDEX
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EKURHULENI METROPOLITAN MUNICIPALITY
Total Population = 3 200 000
Residential Customers = 583 000
Indigent = 211 420
Total Households = 900 000
Business = 21 000
Industrial/Commercial = 13 000
Institutional = 44 000
Other 4 200
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Master Systems Plan (2013 – 2016) Assessment Approach
CITY PROCESS MODEL
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Processes modelled = 16 Main Processes
54 Sub-processes
• City Planning (Rezoning)
• Economic Development (Investment
Desk)
Enabling Technology
MANAGE THE CITY
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CITY OPERATIONS
Processes modelled = 14 Main Processes
83 Sub-processes
• Unified Command Centre
• Health and Social Development
(Indigent)
• CRM (Workforce Management)
• Energy (Operational Maintenance)
Enabling Technology
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CITY ENABLERS
Processes modelled = 10 Main Processes
60 Sub-processes
• Supply Chain Management
• Asset Management (fleet)
• H.R. Management
• Real Estate Management
Enabling Technology
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AUTOMATION
Processes Automated and/or Enhanced = 10
• Indigent Management (Registration /
Deregistration
• Application for Rezoning
• Application for Building Plan
• Application Round Collection (Waste
Management)
Enabling Technology
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Foundation Architecture
Reference : Government Wide
Enterprise Architecture
(GWEA)
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ANTICIPATED TECHNICAL FUTURE VIEW
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FUTURE VIEW
Online Services Real Time Dashboards / Reports
Mobile
Applications
System Integration
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1. EMM – CIO: KIRUBEN PILLAY
2. EMM – MIS DIVISIONAL HEAD: LAZARUS SIKHWETHA
3. EMM – MIS DEVELOPMENT TEAM
4. EMM – ICT DEPARTMENT
5. SAG – GLOBAL CONSULTING SERVICES
ACKNOWLEDGEMENT
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Thank You