Health Authority Abu Dhabi lays foundation for world-class, paperless, healthcare e-services

It reduced customer service transaction workload by 20%, automated the requisition cycle with paperless processes, accelerated processing fivefold on average, and cut the monthly financial closing process from 10 days to 3 days.

By rolling out self-service capabilities, the organization saves 800 work-hours and 25,000 sheets of paper annually. HAAD increased the performance of its front-office processes, driven by third-party applications that are uploaded into the data warehouse every night, by 80%, on average, and facilitated strategic decision-making through in-depth analysis capabilities. To achieve further efficiencies HAAD:

- Automated and eliminated paper-based processes to accelerate purchase approvals from five days to 24 hours, reducing operational and filing costs.

- Introduced electronic purchase orders and automated the requisition cycle, reducing requisition cycle times from an average of 25 days to 5 days.

- Accelerated invoice processing and reduced associated costs—with nearly 50% of all invoices now received in electronic format—and enabled suppliers to follow the payment status of their invoices through an online portal.

- Accelerated the monthly financial close process from 10 days to 3 days by eliminating the need to gather data from a large number of data sources.

HAAD is the regulatory body charged with ensuring excellence in community healthcare in the Emirate. HAAD defines the strategic objectives of Abu Dhabi's healthcare system and continually monitors its performance.

In addition, it shapes the regulatory healthcare framework; inspects healthcare product manufacturers and service providers; enforces standards; regulates services, premiums and reimbursements.

In addition, it encourages adoption of best practices and high performance targets by all healthcare professionals and service providers in the Emirate.

HAAD needed to deploy a reliable and secure infrastructure to facilitate world-class healthcare e-services that could scale to serve millions of citizens across the emirates. It also wanted to improve customer relationship management, implement more standardized procurement policies, and roll out self-service capabilities to HAAD's employees and customers.

"Oracle E-Business Suite and Oracle Business Intelligence improved the resiliency of our back-office processes, resulting in faster turnaround times for customer transactions," said Mr Ali Mohamed Al Ali, IT Manager, HAAD. "We have achieved tremendous savings in terms of manpower and costs and optimized our entire operation while improving customer satisfaction, both internally and externally."

"We rely on Oracle technology because it provides us with process- and policy-driven workflows that enable quicker and very accurate decision-making and much faster process turnaround times," he said.

Oracle partner Capgemini Consulting, Middle East & Africa, implemented Oracle E-Business Suite Release 12.1. Oracle partner Raqmiyat ensures the support of HAAD's Oracle applications.