A Utilities Organization in Oman Moves Toward Customer Centricity by Getting Digital

Case Study

A Utilities Organization in Oman Moves Toward Customer Centricity by Getting Digital

Business Scenario

Our customer, one of the water authorities in GCC has implemented a .Net portal for providing online services to its customers. The remaining services were provided through branches spread across the country.
They were looking to implement an e-Services platform which will become an easy, single window system for dealing with their various business functions. This included migration of current services to a new platform with new look and feel, and also to add additional services.

Our Proposition

Evaluating the existing business condition, Intertec proposed to roll out automated services in two phases. Our Business Analysts analyzed the list of services and identified the most critical processes for automation to start with.

The solution included an Extranet Portal, Intranet Portal, Process Automation, DMS while ensuring the fastest go to market.

Challenges

  • Reporting and closure of water leakages within 24 hours
  • Single-channel of service request – Walk-in to Branches
  • Verification of documents and accuracy of data
  • KPIs & Real-time Visibility to Management

Tools & Technologies

  • AuraPortal iBPMS, .Net & React

Solutions

  • Public Portal, Intranet and Mobile App.
  • Integrations with Various Systems and Government Entities (CC&B, Infor EAM, GIS, Google Maps, ROP, MOH, Muscat Municipality, MOCI, Social Development etc)
  • Process Automation through Zero code platform
  • Dashboards for management reporting

Solution

Intertec proposed to use AuraPortal, a zero-code iBPMS platform. The different modules bundled in the solution (workflow designer, forms designer, Business Rules, document management, deep BI, etc.) make it suitable for end to end automation of processes. Further, it’s zero code ability makes it a right fit for faster implementation and added flexibility.

The business analysis and implementation activities were conducted onsite while the development and configuration was performed remotely.

A detailed requirement document was created for all processes identified to be automated. The critical integration points were identified and documented including CC&B, Infor EAM, GIS, Google Maps, ROP, MOH, state municipality, MOCI & Social Development.

The public portal was developed using .Net technology, and the mobile application was developed using React Native. Twenty one processes were identified for automation and configured using AuraPortal iBPMS.

Document Management System was also configured to securely store the documents (submitted & generated) in the system. Dashboards and reports were configured to provide different statistics regarding the processes.

The implementation was carried out in phases using iterative steps where the processes are broken down to multiple releases. Once the public portal went live with services, customers were able to submit their service requests anytime and from anywhere through their smartphones or any other devices.

Outcome

  • Omni Channel Experience to Customers
  • Reduced footprints to branches
  • Improved TAT for Service requests
  • “One Click” Audit trail for all the transactions
  • Centralized Document Repository for better security and control
 
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