Implementation of business process automation at DED with Internal Workflow Project

Entitled, 'DED Internal Workflow Project,' the initiative is expected to lead to the total automation of all internal processes at the Department, thereby enabling versatile communication with all internal systems and facilitating the DED in offering value-added services to all its stakeholders. The two processes that were completely automated in the first phase included the suggestion schemes and the IT help desk.

'This initiative has been launched to streamline and automate our internal processes first, before building on our strengths to extend automated services to our external stakeholders,' said Mr. Sultan Lootah, IT Director, DED.

'It has enabled the Department to increase its efficiency by shortening the process cycle and reducing the scope for human errors, thereby moving us closer to our final objective of turning the DED into the best IT-run Government Department in Dubai,' he added.

The automation of the Suggestion schemes system enables the programmed process of an idea from the time it is initiated online till a decision has been taken. Suggestions can be submitted by the DED staff or the public either internally from Sharepoint or externally from one of DED's web sites.

The second internal process at the DED to have been automated is the 'IT help desk,' which assists the IT department to handle support issues from both internal users as well as the public more efficiently. It provides quicker and informative resolution as well as allowing the IT manager to view performance measurement of support staff.

Generation of automatic reminder email shots to appropriate persons and tracking the time taken at each step, is part of the automation process that enables senior managers at the Department to monitor the process.

The initiatives use the Captaris Workflow software, which seamlessly integrates with the Microsoft Active Directory, Microsoft Exchange Server, Microsoft SharePoint Portal Server 2003 (the intranet at the DED), Microsoft MOM, Microsoft SMS, Microsoft Content management system (CMS), Microsoft Office 2003 and the DED Time Attendance System. These linkages ensure that the query will be redirected to alternative personnel if someone is not on duty.