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Background:
Dubai Chamber of
Commerce and Industry (DCCI) has a bright record of four
decades of excellence since its establishment in 1965. Since
then, the DCCI has been playing a crucial role in helping
improve the business climate of Dubai.
DCCI offers value-added
services such as Data Management and Business Research,
Mediation, State –of-the art Library, Arbitration, Trade
Mission and Delegation, Trade fairs, Convention &
Exhibition, Foreign Relations, Entrepreneurial Training,
Commercial Services and Business Policies.
Daily operations at DCCI comprises of tasks such as issuing
certificates of origin, registration of members, certifying
commercial documents, receiving business delegations,
serving business groups.
Currently Dubai Chamber
of Commerce & Industry is servicing around 80,000 members &
has formed 19 business groups representing various sectors
and initiated the Dubai Business Women Council.
Customer Needs (Challenge)
Being Dubai’s official
representative of the Commerce and Industry Sector, DCCI is
committed to adopt the latest technologies that would ensure
its excellent representation in the market by providing the
best costumer services to its members and being part of
UAE’s “e-government” initiative.
The DCCI sought after
investing in its infrastructure by planning to implement a
powerful Content Management System that is capable of:
- Handling
and automatically archiving the day-to-day significantly
increasing amounts of documents and records with
an extended plan for their
lifecycle within the system
-
Structuring the internal processes by using the newest
collaboration applications that could provide employees with
a more centralized and
efficient knowledge-sharing environment
- Managing
the requested services that are either submitted internally
between the DCCI different departments or
either externally by DCCI
Members, while providing new set of communication tools that
would help DCCI’s
Customer Relations
Department provide Excellent service in less time
- Automating
the internal and external correspondence system to reach the
goal of having a paperless work
environment
-
Providing a fast access way to
the stored data with flexible searching tools in order to
speed up the process of
service providing and
ensure a higher quality customer service support
- And
finally, providing scheduled or upon request reports about
the different processes status
Solution
Referring to ASSEt’s
successful record of system implementation within the UAE
governmental sector and in the Middle East, Dubai Chamber of
Commerce and Industry was eager to assign this challenging
project to ASSET Team.
As the customer needs
and the timeframe were the major challenges facing ASSET
Team, a well studied plan was put into action just a few
days after the agreement was made with DCCI.
ASSET Team presented a
solution that would smoothly integrates with Oracle CRM and
provide the users with an easy-to-use, customized interface
for content archival, retrieval and exchange. All in
addition to a full automation of the internal and external
correspondence system used by all DCCI’s departments.
While the internal
processes handling was quite a major problem within the
DCCI’s departments, another solution was offered that would
ensure a more collaborative way to manage the
inter-departments processes and services requests (like:
vacations requests and approval process, event preparation
process, request for administrative service process…etc.)
and a successful way to meet DCCI’s goal of reaching a
paperless work environment. Another extension to that
solutionwas presented that would automated and link the
remote services requests to the internal processes, so
whenever a request is submitted online or through a mobile
service, it automatically start its cycle within DCCI’s
Customer Relations department.
Based
on DCCI’s structure, activities, used applications and set
of requirements, ASSET recommended a solution based
on Jupiter
Enterprise Suite including:
- Business
Process Automation of all the internally provided services
and activities using guided procedures that
ensure a smooth
collaboration between all the DCCI departments involved in
the process of issuing/requesting,
reviewing and finally
approving a requested service or document. All in addition
to presenting a unified interface
that smoothly integrates
with the existing systems (including the HR and the
attendance systems).
- Documents & Records
Management for handling the capturing, organizing and
retrieving of all DCCI documents as
well as planning for
each document’s lifecycle within the system. An extra tool
was provided to facilitate the backlog
documents capturing
and insert into Jupiter system.
- Mobile Applications &
E-Services Gateway used to build Mobile applications and
Online eServices for the Commercial
Services Department that
will result in providing an additional service that will
allow DCCI Members to check their
membership license through
mobile (ex: license expiry date).
- Jupiter’s Integration Kit
with Oracle Portal to help DCCI’s Commercial Services
Department deliver an e-
Services Portal and automate the
internal requests initiated from within the portal.
- Directory Listener for
auto-archiving of the newly created documents. This
technology detects the existence of new
documents and
automatically capture then into Jupiter system.
- Office Integration helping
users to be more productive by storing and retrieving
documents directly from within
MS Office interface.
- Fax Integration resulting
in cost and time reductions by activating the immediate
archiving of the faxes into the
system that integrates with
the internal correspondence system.
- Full Text Retrieval that
locates the documents, not simply by their keywords, but by
the text that is contained in
them
and generate reports to
support the decision making and research activities.
- OCR for easy conversion of
the scanned documents into text and storage in the
implemented system.
The solution filled
perfectly all DCCI requirements for an automation and
archiving system, resulting in providing a single point of
contact between all departments. Full automation of the
internal processes was successful implementation and applied
in the following departments:
- The Director General
Office
- Board of Secretaries
Department
- General
Administration Department
- Financial Department
- Human Resources
Department
- Public Relations
Department
- Business Promotions
Department
- Business Development
Department
- Data Management and
Research Department
- Commercial Services
Department
- Information and
Communication Technology Department
- Dubai International
Arbitration Center
Results & Benefits
The overall system
development and implementation in DCCI took about eleven
month to deliver a fully functional system. Special Training
sessions were conducted to DCCI staff within all the
departments according to each department system usages and
based on the users roles.
Jupiter implementation
in Dubai Chamber of Commerce and Industry resulted in:
- Combining
all the used application under one unified system interface.
- Easy-to-Use
documents retrieval, archiving and exchange system.
- Automating the
workflow and internal service requests within DCCI’s
different departments.
- Receiving
services requests from DCCI Members through the online forms
available on DCCI’s new portal or through
Mobile Services Gateway.
- Faster response
to the submitted service requests by DCCI Members with the
support of a powerful follow-up
system.
- Reducing the operational
costs by using digital documents for the internal
correspondence and integrating with the
Right Fax.
Used Technologies
ASSET Products::
Jupiter:
* Document
Management
* Process
Automation
*
Integration kit for Oracle Portal
* Mobile
Applications & E-Services Gateway
* Office
Integration
* Fax
Integration
*
Directory Listener
* Backlog
Document Capturing
* Web
Services & Integration (APIs)
* Records
Management
* Full
Text Retrieval
* OCR
* Desktop
Client Application
Technology &
Platform
* Oracle
Application Server
* Oracle Portal
* JDeveloper
* Oracle
Database
* Oracle
Workflow
* Microsoft
Windows
* Sun Solaris
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