A Digital Government Transformation with ARIS and Alfabet
Customer Company Size
Large Corporate
Region
- Middle East
Country
- United Arab Emirates
Product
- ARIS Rollout & Change Management
- ARIS Business Automation & Connectivity
- ARIS Risk & Compliance Management
- Alfabet Enterprise Architecture
- Alfabet IT Portfolio Management
Tech Stack
- API-based service portfolio management
- ARIS API interface
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Customer Satisfaction
- Digital Expertise
- Productivity Improvements
Technology Category
- Application Infrastructure & Middleware - API Integration & Management
- Application Infrastructure & Middleware - Data Exchange & Integration
Applicable Industries
- Cities & Municipalities
Applicable Functions
- Business Operation
Use Cases
- Computer Vision
- Process Control & Optimization
- Real-Time Location System (RTLS)
Services
- Software Design & Engineering Services
- System Integration
About The Customer
The General Directorate of Residency and Foreigners Affairs - Dubai (GDRFAD) is the government agency responsible for citizenship, residency and port access services for the United Arab Emirates (UAE). The agency’s 5,000+ employees operate across 21 different locations. They are on a mission to make Dubai the “Happiest City in The World.” GDRFAD offers 600 different services and operates with 10 other service providers. In 2017, it was slow and unresponsive. The business architecture prevented it from reinventing itself. And three disparate units were managing risk and compliance in anything other than a unified way.
The Challenge
The General Directorate of Residency and Foreigners Affairs - Dubai (GDRFAD) was facing several challenges. The impact of the new digital strategy, Dubai 2021, was hindering their e-government plans due to their existing business architecture. They needed to audit their IT infrastructure and resolve their manual compliance process. There was also a lack of reliable sources of information across their 42 departments. The agency was slow and unresponsive, and the business architecture prevented it from reinventing itself. Three disparate units were managing risk and compliance in anything other than a unified way. They wanted to be more agile in responding to demands received by 42 departments and to achieve their goal of improving their smart, intelligent and responsive services.
The Solution
In 2017, a big stride forward was taken with local partner Palmira Software House LLC. The team knew exactly what needed to happen to see GDRFAD through its digital transformation. The agency needed to align IT to the new direction through a “business layer,” set up an agile enterprise architecture, create a process management flow to help the agency respond quicker, implement an API-based service portfolio management, digitalize and consolidate the compliance process and monitor and track their goal attainment in real time. Using Software AG's ARIS, GDRFAD started off by gathering raw data on everything relating to how the business worked. The turnaround was fast. GDRFAD was able to capture their current business architecture and roll out the new one in just eight months. From strategy, services, processes, organizational structure and customer journeys—they did it all. These could then be monitored using process governance workflows. And here a low hanging fruit was discovered.
Operational Impact
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