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

©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

Rika Pieterse
Senior Business Analyst:
Information & Communications Technology Department
Are BPM & SOA a Solution
for Local Government to
Improve Service Delivery

©2013 Software AG. All rights reserved. For internal use only3 |3 |
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

©2013 Software AG. All rights reserved. For internal use only15 |
How was this accomplished?
Business
Process
Management
Strategize
Design
Implemen
t
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

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

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

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