BPM & SOA - Improving Government Service Delivery - Changing the City One Process at a Time - Rika Pieterse - Vuyani Zwane - City of Ekurhuleni

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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


Rika Pieterse Senior Business Analyst:

Information & Communications Technology Department

Are BPM & SOA a Solution

for Local Government to

Improve Service Delivery


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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


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


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


The Environment of Ekurhuleni

Industry

Mines

Air port – Oliver Tambo

Hospitals, Schools, clinics, etc.

House holds

Agriculture


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!


The needs of our Customers

Electricity

Water

Roads infrastructure

Waste management

Recreation Housing, etc.


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


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


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.)


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


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


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


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


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


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


BPM Reports

Indigent earlier took 3 months to

approve application and now it is

taking only 21 days in BPM.


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!!!


Questions?


Vuyani Zwane Applications Manager: Requirements Management Portfolio

and Solution Delivery

Managing, Enabling and

Operating the city, One

Process at a time



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


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


Processes modelled = 16 Main Processes

54 Sub-processes

• City Planning (Rezoning)

• Economic Development (Investment

Desk)

Enabling Technology

MANAGE THE CITY


CITY OPERATIONS


83 Sub-processes

• Unified Command Centre

• Health and Social Development

(Indigent)

• CRM (Workforce Management)

• Energy (Operational Maintenance)

Enabling Technology


CITY ENABLERS


60 Sub-processes

• Supply Chain Management

• Asset Management (fleet)

• H.R. Management

• Real Estate Management

Enabling Technology


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


Foundation Architecture

Reference : Government Wide

Enterprise Architecture

(GWEA)


ANTICIPATED TECHNICAL FUTURE VIEW


FUTURE VIEW

Online Services Real Time Dashboards / Reports

Mobile

Applications

System Integration


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

BPM & SOA - Improving Government Service Delivery - Changing the City One Process at a Time - Rika Pieterse - Vuyani Zwane - City of Ekurhuleni

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