Established in 1962, the Abu Dhabi Department of Finance is responsible for the emirate’s sound fiscal and financial management. It plays a fundamental role in providing Abu Dhabi government entities with best-in-class financial services and specialized solutions, as well as managing available resources efficiently. The organization fosters an effective and valuable financial management framework across the government; provides proper financing for government initiatives, including private sector participation; enables optimal use of financial resources through sound planning and performance monitoring; advises the government on fiscal policies; and provides world-class customs administration services for Abu Dhabi government. Abu Dhabi Department of Finance has been recognized for its progressive IT management practices and holds numerous awards, such as Government Deployment of the Year 2012 presented by the Abu Dhabi Government and Best Infrastructure Platform for Optimized Data Center 2012 presented by Oracle.
In the past, Abu Dhabi Department of Finance supported financial management for three institutions within the Abu Dhabi government. As its internal customers—government agencies across the emirate—had multiplied more than ten times in recent years, the department designed a strategic plan aimed at optimizing the financial results of all government entities with an integrated financial management system. Abu Dhabi Department of Finance’s shared services model integrates centralized transaction processing, automates treasury functions, and introduces comprehensive financial reporting capabilities for 20 Abu Dhabi government agencies.
Abu Dhabi Department of Finance chose Oracle Business Critical Assistance delivered by Oracle Advanced Customer Support Services to gain proactive guidance and critical best practices for its extensive Oracle hardware and software stack—which includes Oracle’s SPARC servers, Oracle E-Business Suite, and Oracle Business Intelligence foundation. A dedicated Oracle expert supervises the delivery of Oracle support services, ensuring immediate problem resolution and a substantial reduction in operational costs and risks. Oracle’s engineers delivers immediate response to service requests and technical alerts, provides patch information, and prepares the organization’s IT staff for new releases. In addition, Oracle Advanced Customer Support Services’ Technical Account Manager helps align Oracle technology with the organization’s business goals through periodic planning and productivity reviews. The Oracle Advanced Customer Support Services team, which has an intimate knowledge of the department’s IT stack, also provided expert advice for infrastructure roadmap planning. It ensured process optimization, effective employee training and change management, and seamless rollouts of new Oracle software and hardware releases.
With a mix of onsite and remote support engineers, Oracle Advanced Customer Support Services helped Abu Dhabi Department of Finance’s IT team to align its Oracle stack and meet the demanding requirements of its professional users and auditors. As a result, the department ensured high availability and performance of business-critical environments and delivered numerous shared services financial solutions to its stakeholders while multiplying users and transactions tenfold.
“To establish a shared services platform that is highly flexible to adapt to the needs of numerous Abu Dhabi government agencies, Oracle technology and support services were the best fit. Built on proven Oracle hardware and software, our platform delivers the availability, performance, and scalability that we require to provide Abu Dhabi government entities with best-in-class financial services and specialized solutions. In addition, Oracle Advanced Customer Support Services provides proactive support, allowing us to get the most out of our technology investment,” said Dr. Hazem Turki El Khatib, head of information technology directorate, Abu Dhabi Department of Finance.