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Oracle Customer Success — Abu Dhabi Distribution Company (ADDC)

Abu Dhabi Distribution Company (ADDC)

ADDC Deploys the Middle East’s First Oracle SuperCluster M7

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We are proud at ADDC to be the first Middle Eastern company to deploy Oracle SuperCluster M7, the world’s fastest engineered system. Its extreme performance has already delivered tangible results and will empower us to make our utility business fit for the digital age.

— Khaled Al Tunaiji, IT Projects Manager, Abu Dhabi Distribution Company (ADDC)

ADDC Empowers Digital Transformation of its Utility Business by Moving Infrastructure to Multi-Purpose Engineered Systems

Abu Dhabi Distribution Company (ADDC) plans, designs, builds, and operates the Abu Dhabi water and electricity distribution network, serving more than 400,000 customers. ADDC strives to deliver world-class customer service to utility consumers in Abu Dhabi.

As part of this commitment, the company identified the need to boost the digital transformation of its business, substantially increase its e-services offerings, and provide customer-facing agents in branch offices and the contact center with high-performance systems. Hosting the databases of highly interdependent customer care and billing applications on heterogeneous hardware had introduced a considerable level of latency in the past which impacted transaction processing and response times.
 

 
Challenges
  • Increase performance and response times so that customer-facing agents at ADDC branch offices and ADDC contact center can provide a first-class service without delay, including during the 9 a.m. to 1 p.m. peak period of clients
  • Enable the organization to run complex batch jobs and reports at any time without overloading the infrastructure, which in the past had made it nearly impossible to perform those jobs during daytime
  • Gain the ability to run ambitious digital transformation projects—for example, allowing consumers to modify their data in self-service or enabling contractors to apply for service provisioning at a building—which require outstanding customer care and billing system performance
  • Minimize business continuity risks due to frequent overloads of central processing units and permanent 80% loads of physical memories by moving to cutting edge hardware and software
Results
  • Consolidated multiple servers by migrating application and database tiers from legacy servers and storage to Oracle SuperCluster M7, substantially increasing system performance and providing a flexible, scalable infrastructure for utility business expansion
  • Used Oracle SuperCluster as a key enabler for expanding the scope of e-services offered to water and electricity consumers—such as ADDC mobile application, customer e-services, and contractor e-services
  • Achieved a two to tenfold performance increase of application processes and transactions while substantially reducing the time required to run reports and batches—for example actual meter unit by rate report from 8 days to 11 hours, consumption revenue report from 79 minutes to 5 minutes, main billing batch from 180 minutes to 40 minutes, and credit batch from 180 minutes to 90 minutes
  • Leveraged latest Oracle technology such as Oracle Solaris 11, Oracle Active Data Guard, and Oracle ZFS Storage Appliance to realize full database backups in 10 minutes and complete database restores in 10 minutes—down 12x
  • Gained the ability for digital transformation by consolidating infrastructure on multi-purpose Oracle Engineered Systems while providing end-to-end data security with built-in hardware encryption
  • Reduced carbon footprint and energy consumption while substantially simplifying system maintenance after consolidating multiple servers on Oracle SuperCluster and Oracle Solaris 11, for example through semi-automated deployments of patches
  • Increased business agility and user satisfaction after migrating customer care and billing applications and databases from shared servers to Oracle SuperCluster, empowering staff to generate reports and analytics at any time of the day and take better-informed decisions
  • Boosted customer satisfaction with fast and seamless interactions at ADDC branch offices and ADDC contact center, fulfilling one of the organization’s primary goals to deliver premium services to water and electricity consumers
  • Made testing, development, and staging processes much easier by running testing, development, and production environments on Oracle SuperCluster, rather than operating environments on hardware with different specifications
  • Anticipated a supplementary 10x performance increase of applications and databases as well as enhanced capabilities for delivering innovative e-services when upgrading Oracle Database and Oracle Utilities Customer Care and Billing to the latest releases
  • Ensured that the user interfaces of a dozen key systems migrated to Oracle SuperCluster M7 function seamlessly, with minimum impact and disruption to the business

 

We have worked with Oracle technology for many years. Oracle offers the extreme system performance that we require now and anticipate for the future. And we have a single point of accountability which makes our life much easier.

— Khaled Al Tunaiji, IT Projects Manager, Abu Dhabi Distribution Company (ADDC)

Execution

With the effective sponsorship of ADDC senior management, the vital role of the ADDC project manager, the systematic support and dedication of ADDC’s IT Service Provider Injazat Data Systems, and the close cooperation between Oracle and ADDC, all challenges were seamlessly resolved.

Oracle Advanced Customer Support implemented Oracle SuperCluster and configured Oracle Solaris. Oracle Consulting handled all migration services and project management. The project involved multiple phase inception (gathering requirements with multiple user groups), construction (trial and final migrations), transition (integration and functional testing), and production (cut-over based on identified downtime benchmarks), followed by the go-live for applications and core databases. The delivery of the customer care and billing migration project
was based on the Oracle Unified Method’s (OUM) Iterative Approach.


About Abu Dhabi Distribution Company (ADDC)

Headquarters

 
Abu Dhabi, United Arab Emirates

Employees

 
2,500

Annual Revenue

 
Over US$5 Billion

Abu Dhabi Distribution Company (ADDC), established in 1998 as an enterprise of Abu Dhabi Water and Electricity Authority, is responsible for distributing high quality water and electricity services to all customers in the emirate of Abu Dhabi, excluding the Al Ain region.

Published:  Oct 21, 2016