Ekurhuleni Municipality success

By on April 25, 2013

Technological innovation in the Public Sector is driving service towards a more performance-oriented, outcomes-driven, and people-focused service delivery model.

There is a great deal of excitement about the work that that Ekurhuleni Metropolitan Municipality (EMM) has achieved by enabling their citizens to apply for services and track the progress of their applications via the internet or their cellphones, using Business Process Management Technology.

EMM determined that it needed to transform public service towards a more performance-oriented, outcomes-driven, and people-focused service delivery model, so it needed to standardise its operation and acquire departmental solutions to enable EMM employees to perform their jobs seamlessly and focus on service delivery.

Ekurhuleni adopted a Business Process Management and Integration solution as a strategic enabler for both business and technology rationale. Ekurhuleni first acknowledged that, from a business perspective, the municipality required:

• Secure, clarified and simplified business processes

• Increased productivity, business performance and access to information

• Improved service delivery and reduced municipal operating costs

• A move toward a modern and smart way of serving citizens where Departments and ICT are aligned

• Implementation of online citizen self-service

After weighing the business mandate, Ekurhuleni determined that, from a technical perspective, the municipality required:

• Documentation of targeted municipal business processes

• Elimination of duplicate business processes when handling applications for public services

• Reduced maintenance costs by eliminating redundant software applications

• Standardisation of the municipality’s software user interfaces

• An enterprise architecture blueprint

• Establishment of an integration platform so that their systems can communicate with each other

Ekurhuleni embarked on a Business Process Management (BPM) Implementation Programme that included enterprise architecture, process digitisation and change management. Ekurhuleni first sought to establish an enterprise architecture capability that would provide a methodology and framework for automating business processes.

On the foundation of enterprise architecture, Ekurhuleni then created a business infrastructure committee to prepare the way for their BPM initiative. The business infrastructure effort included training, up-skilling and new technology education for municipal staff.

Lastly, Ekurhuleni implemented the core of their BPM initiative which included business process analysis and modeling. The modeled processes were then automated, tested and deployed using visual tools that municipal staff found easy to understand.

One worker stated: “This was the first time we were ever invited to assist with the design of our own business processes and screens. I feel empowered and can’t wait to use the new system.”

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