Table of Contents
Client
Our client, the Community Development Authority (CDA) of Dubai, is a State sponsored authority founded by decree from H.H. Sheikh Mohammed bin Rashid Al Maktoum, Vice-President and Prime Minister of the UAE, and Ruler of Dubai in July 2008. It has been charged with the administration of social services in accordance with the Dubai Strategic Plans. This includes the overall supervision of social sector services, provisioning, and program management. Their objective being the cohesive and efficient management of all social service efforts across the emirate.
Customer Situation
The Community Development Authority is charged with managing the overall mechanisms and infrastructure for social services. This includes the preparation, execution, and supervision of comprehensive strategic plans, and proposing legislation related to the improvement of social services. However, they were limited by an inadequate Case Management System. The existing system struggled to meet existing needs, requiring extensive manual intervention to work and close cases. In addition, it was also not integrated with any other system, forcing users to manually access them and reenter key information, a time consuming and error prone process. Finally, while modernization efforts were underway, they were being addressing in a piecemeal fashion. This diffused focus and resulted in additional time being spent to achieve results.
Speridian’s Solution
After careful review, Speridian suggested that the client upgrade their existing Oracle Siebel CRM to the most current version. After this, an optimization effort should be made to improve automation, streamline workflows, refine Financial calculations, and introduce Business Intelligence reporting. Once these elements were in place, the final step would be to integrate with several large stand-alone systems, allowing users to connect from a single front-end portal to multiple agencies.
Business Impact
By optimizing existing tools and integrating their functions into a single, cohesive solution, the CDA was able to realize dramatic improvement. Cases could be created and routed directly to the appropriate team, alerts and emails were programmatically created, and redundant processes eliminated. In addition, optimizations were made to their reporting capabilities, resulting in real-time information and the creation of executive dashboards. This allowed critical decision making to take place much more rapidly than before. The client was so pleased with the results that they used it as their hub to integrate multiple agencies.