Greater Amman Municipality Boosts Management Performance with 360-Degree View of Citizens and Customers Across Enterprise Applications
 
 

Greater Amman Municipality Boosts Management Performance with 360-Degree View of Citizens and Customers Across Enterprise Applications

Amman, the capital of Jordan, has approximately 2.8 million residents—comprising approximately 40% of Jordan’s population. Jordan has a high population of immigrants, with more than 40% of its residents being born in another country—a rate even higher than the United States, according to a 2005 United Nations report. Amman’s population is expected to grow to almost 6.5 million by 2025, due to constant and rapid immigration.

Greater Amman Municipality (GAM) was established in 1987 when the old city united with the surrounding municipalities, forming an administrative area that spans 700 square kilometers. Today, Amman’s 27 administrative districts cover approximately 1,700 square kilometers—surpassing the geographical size of Los Angeles by almost 50%.

 
 

 
 

Challenges

A word from Greater Amman Municipality

  • “With Oracle E-Business Suite Release 12.1.1, we’ve improved financial and logistics operations and gained efficiency through standardization and automation. With Oracle Customer Data Hub, we provide our service agents an up-to-date, 360-degree view of a citizen’s or organization’s interactions with the municipality. Previously, it took days to collect the information from different departments. Thanks to the outstanding expertise and dedication of Oracle partner Optimiza, we achieved a successful major deployment that will benefit both citizens and commercial organizations.” – Khaled Abu Koush, Senior Infrastructure Consultant, Greater Amman Municipality

  • Strengthen GAM’s fiscal management and economic activities by centralizing all financial information in a modern enterprise resource planning system that enables efficient monitoring and control
  • Create a 360-degree view of each citizen, organization, and commercial enterprise in GAM by consolidating information—such as property taxes, construction permits, building licenses, and traffic citations—scattered across 14 home-grown and commercial systems
  • Manage information about more than 2 million citizens and 200,000 commercial enterprises and organizations efficiently, ensuring that source systems contain the latest information about each customer, wherever the information has been modified
  • Enable citizens, organizations, and commercial enterprises to gain immediate access to their records through specialized municipal agents, for example to obtain a letter of good credit standing, which previously could involve days or weeks of collecting numerous single certificates from municipal departments
  • Establish data quality and merger procedures to prevent data duplication, which in the past required significant manual effort to correct

Solutions

  • Achieved tight financial control across departments after centralizing all financial information—including data from home-grown tax, permitting, and license management systems—with Oracle Financials, increasing financial transparency and controls, reducing municipal expenditure, and mitigating the risks of corruption attempts
  • Used Oracle Customer Data Hub to provide GAM with a unified and up-to-date, 360- degree view of each citizen, organization, and commercial enterprise, enabling the municipality to serve its citizens and businesses better and faster
  • Leveraged Oracle E-Business Suite Release 12.1.1 to automate interdepartmental processes—especially between the finance and procurement, logistics, project management, and asset management departments—increasing operational efficiency and reducing costs across the organization
  • Used Oracle SOA Suite and Oracle BPEL Process Manager to orchestrate data flow—written in Cobol and other programming languages—between Oracle Customer Data Hub and 13 source systems to Oracle E-Business Suite, ensuring unique, complete, and up-to-date customer data
  • Developed a customized, online function for Oracle Customer Data Hub, which reads transactional data from 13 source systems and drills down instantaneously to each transaction between a citizen or organization and the municipality, saving substantial effort and time for municipal staff when responding to requests
  • Used Oracle Customer Data Hub’s advanced data cleansing functions to identify and merge duplicate master data records, optimizing customer data management over the entire lifecycle while distributing a single source of trusted data to all vertical applications
  • Benefited commercial enterprises and the public by enabling municipal staff to immediately generate a customer’s account balance—a prerequisite for municipal reimbursements, which previously required a personal visit to numerous administrations to get a letter of good credit standing from each department
  • Optimized effectiveness of GAM’s marketing and informational campaigns thanks to accurate, up-to-date citizen information
  • Enabled GAM’s service center to instantly provide citizens and companies with their municipal account balance report, including detailed transactions—with plans to provide a self-service function in the near future through GAM’s Web portal

Why Oracle

“Oracle is considered the leading solution provider in the Middle East, where many people are familiar with Oracle technology and applications. Thirty years ago, the municipality began using Oracle platforms to develop applications. Oracle also has a strong partner presence in the region and an excellent policy in terms of partnering with its customers,” said Khaled Abu Koush, senior infrastructure consultant, GAM.

Partner

GAM worked with Oracle specialized partner Optimiza to implement the project over three years, going live with Oracle Financials, Oracle Purchasing, and Oracle Inventory Management on January 1, 2011.

The initiative was complicated, involving numerous modules, business processes, and departments. It also required a phased rollout—with Oracle E-Business Suite’s core modules deployed first to support the municipality’s operations—followed by the gradual deployment of complementary modules.

Optimiza drafted the necessary data quality and data cleansing rules, including those for Oracle Customer Data Hub. It also defined cleansing activities for all source systems—for example identifying duplicate customer records based on criteria, such as customer names in Arabic language, national identification numbers, and customer identification numbers for noncitizens in the absence of a national identification.

Optimiza integrated Oracle Customer Data Hub with 13 source systems via two-way propagation of customer data, including name, address, contact information, relationships with other municipal administrations, and more.

Finally, Optimiza configured access remote systems through straight queries whose results are displayed in a 360-degree view, with database links for Oracle-based source systems and web-based services for source systems that aren’t Oracle-based.