EMM Makes A Positive Difference in the Community and Citizens’ Daily Lives
Customer Company Size
Large Corporate
Region
- Africa
Country
- South Africa
Product
- webMethods Business Process Management Platform
- ARIS
- CentraSite
- Adabas & Natural
- Global Consulting Services
Tech Stack
- Service-Oriented Architecture (SOA)
- Oracle
- Microsoft SharePoint
- ArcGIS
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Productivity Improvements
- Customer Satisfaction
- Employee Satisfaction
Technology Category
- Platform as a Service (PaaS) - Connectivity Platforms
Applicable Industries
- Cities & Municipalities
Applicable Functions
- Logistics & Transportation
- Quality Assurance
Use Cases
- Smart City Operations
- Public Transportation Management
- Public Warning & Emergency Response
Services
- System Integration
- Cloud Planning, Design & Implementation Services
About The Customer
The Ekurhuleni Metropolitan Municipality is one of eight South African metropolitan municipalities and located in the Gauteng province. Although the smallest in land area, Gauteng is South Africa’s most populous province and the most economically powerful region in sub-Saharan Africa. EMM serves more than 3 million residents, operates 20 Customer Care Areas (CCAs) and employs more than 18,000 people. EMM’s mission is to provide people-centered services that are high quality, sustainable and affordable. Yet services were not unified across the municipality—each of the 20 Customer Care Areas (CCAs) and various departments had their own processes and procedures. The lack of transparency and standardization led to duplications, information silos, uncoordinated efforts, months-long approval times and hampered city planning.
The Challenge
The Ekurhuleni Metropolitan Municipality (EMM) unified 20 cities, townships and local councils in the East Rand region of Gauteng into a single municipality. However, services were not unified across the municipality—each of the 20 Customer Care Areas (CCAs) and various departments had their own processes and procedures. The lack of transparency and standardization led to duplications, information silos, uncoordinated efforts, months-long approval times and hampered city planning. Part of EMM’s challenge to solve was that service processes were mostly manual and paper-based, handwritten forms were physically sent from one department to another. Manual entry of the same information in multiple systems cost time, effort and increased errors. Forms could be lost and it was difficult to determine where a particular application was in the process flow.
The Solution
For the technology to support its transformation, EMM selected Software AG, its webMethods and ARIS platforms and CentraSite. Key factors in the decision included EMM’s financial management system VENUS built on Software AG’s Adabas & Natural, as well as the high analyst rankings for Software AG’s solutions. IT also employed Software AG’s Service-Oriented Architecture (SOA) solution as the basis for the agility layer and loosely coupled architecture it needed to increase flexibility and respond to business needs. The municipality’s business processes are now modeled and centrally stored using ARIS and the ARIS dashboards facilitate management’s decision-making. With SOA principles and CentraSite, IT can easily promote and govern re-usable services and components. webMethods Business Process Management Suite (BPMS) enables automation of processes and seamless interconnection of EMM’s disparate architecture spanning Adabas & Natural, Oracle®, Microsoft® SharePoint® and ArcGIS® (GIS).
Operational Impact
Quantitative Benefit
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