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Holy Makkah Municipality (HMM) is a government organization of Saudi Arabia. In response to the Kingdom of Saudi Arabia’s project, known as the National Plan for Information Technology and e-Government, HMM acted on a strategic plan to deploy an information technology infrastructure, aligned with a customer-oriented business model for more efficiency and transparency. HMM plans to also enhance employee productivity while reducing time spent on administrative tasks and overall operating costs.
The organization runs more than 30 business applications that address the needs of major municipal operations and services, such as issuing licenses for construction and professionals, and managing the municipality’s financial, human resources, and payroll processes. However, its legacy systems had limited integration, driving the need to transform and deliver most municipal services as e-services. HMM wanted to use the latest technologies and focus on best practices and methodologies, such as those developed for the Information Technology Infrastructure Library (ITIL), business process modeling (BPM), and program management organization (PMO).
Holy Makkah Municipality established a multichannel platform, based on Oracle’s Siebel Customer Relationship Management (CRM) 8.1 and other Oracle products to automate processes, ensure digital collaboration with engineering offices, and enhance the quality of the services it delivers to professionals and the public. HMM also integrated Siebel with the geographical information system developed by Oracle Partner Omnix International, which produces geographical information on top of a map of the Makkah region to complement discrete reports and substantially enhance HMM’s analytical capabilities.
“The municipality needed fully integrated, highly scalable, and robust products to achieve a successful IT transformation strategy with a customer-centric, e-services platform,” said Dr. Ibrahim Abdullah, IT director, Holy Makkah Municipality. “We also wanted to be flexible enough to accommodate future extensions of system features and functions.”
Following a three month analysis period, Oracle Partner Omnix International decided to segregate the implementation into four phases. Omnix International’s business consultants realized that this approach would better serve the project’s objectives and goals, as each phase simplified the scope and requirements to achieve quick wins.
The implementation covered correspondence and archiving across the entire municipality to enable HMM’s employees to execute daily transactions between departments and with third parties. The document management and archiving solution maintains all scanned documents and files under a single master repository, using optical character recognition (OCR) and indexing techniques to assure better handling, management, securing, searching, and stored document retrieval.
In addition, the project involved more than 35 IT-based services that were segregated according to their sensitivity and importance. Service automation focused on e-services for public and engineering offices, as well as the core business, covering all data processing, registrations, approvals, fees calculations, maps editing, and permit issuing, using a unified platform—eliminating the need for scattered legacy systems.
Providing training for 260 engineering offices and approximately 2,300 employees across HMM’s internal departments, as well as 12 decentralized municipal offices, was one of the biggest challenges. The municipality’s IT department provided system users with on-the-job training to ensure properly conducted daily transactions for high quality services for the public.
Oracle Partner Omnix International, a leading provider of IT solutions with a proven track record of successful Oracle implementations and a large team of Arabic speaking consultants, was chosen as a partner due to its demonstrated understanding of HMM’s requirements and the municipality’s implementation roadmap.
“Integrating Oracle’s Siebel applications with our geographical information system, called ESRI, enabled personnel to deal with Environmental Systems Research Institute, Inc. (ESRI) products while processing normal transactions, which was critical. Omnix International showed outstanding commitment, vast and proven experience, and unique technical expertise. These factors, along with the support and commitment received from our management and personnel were key differentiators for this strategic implementation,” Abdullah said.