Muscat Municipality, Muscat, Sultanate of Oman, carries a huge civic responsibility and expressed a need to acquire best of breed technology solutions. The primary objective was to automate evolved processes and service offerings, manage diverse information needs, manage performance and operations and hence be able meet the challenge of rising expectations from a demanding and growing citizenry.
The Municipality is tasked with providing civic services profitably and efficiently, to a city growing in population, services and stature globally and remains the cynosure of all local and foreign residents. Historically, it had found itself in a position of high visibility and great expectations. A few years ago, Municipality was awarded the global award for cleanest city two years running, and has always prided itself on maintaining civic services of a world class level. In more recent times, growing expectations from the populace, enhancements to the service offerings portfolio, unforeseen incidents of natural disasters, and outdated technological systems had together contributed to a need for overhauling their existing technology landscape and find a solution which will enable them to be better geared for today and tomorrow.
Muscat Municipality had traditionally been using in-house developed applications for most of their business needs; these applications were originally designed to handle mere data capture functions across various diverse business groups. These internal applications were not tightly integrated and did not cater to the evolving work flow requirements and service delivery capability required for civic customers and other stakeholders in the arena. The result over time was inevitable, and led to a situation of rampant data fragmentation across various independent and isolated applications, running in different departments across the organization. With it came the pain of unwieldy and expensive application support and incumbent maintenance issues.
With a now booming economy, and unprecedented growth, it was imperative that an initiative be undertaken to align Muscat Municipality’s strategic vision of providing better services to the citizen of Muscat, with the actual service delivery capability. This threw up the stark need to reengineer the existing systems, processes, and technology landscape.
This is the background to Muscat Municipality investing in a best of breed and comprehensive technology solution that not only catered for their existing business and operational needs, but also enabled a scalable and flexible framework for their growing future needs.
MM intended to appoint a company to provide a comprehensive solution on the implementation of Customer Relationship Management (CRM) to herald in new change. The new system shall enable better customer service, greater organizational transparency, and increased operational efficiency, leading to long-term saving.
The CRM system includes the following services for the customers: Rent Contract, Building Permits and Follow up, Minor Permits, Health Inspection, Technical Inspection, Municipality License, Addressing, Parking permission and violations and other services. All those applications are totally integrated with each others as well as integrated with the Billing Management System which is a part of CRM system.
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