CASE STUDY
ALL THESE APPLICATIONS WERE
DEVELOPED USING THE LATEST
TECHNOLOGIES ON .NET AND
SHAREPOINT WITH SUPPORTING BACK-
END TECHNOLOGY COMPONENTS FROM
THE ORACLE CORPORATION.
T
he Water and Electricity Authority of
the Abu Dhabi Government operates
as an independent utility company
providing water and electricity services to
around one million consumers through its
two distribution companies in Al Ain and Abu
Dhabi. As two separate implementations
were required, pre-implementation and
post-implementation, support for company
staff was required 24/7 across branches
in the two regions, many of which were in
remote villages. In addition, the solution
implementation was desired in real-time
without impacting service levels.
Both the distribution companies faced
challenges to meet and iSON was selected
as a partner to implement its Customer
Care and Billing (CC&B) solution starting
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INTELLIGENTCIO
with training staff across the Al Ain and
Abu Dhabi regions.
iSON addressed the business challenges
faced by the client through implementing
a centralised CC&B application including
an Arabised version with industry standard
business processes. Various online and batch
interfaces were developed with the satellite
systems around the core CC&B allowing
automated information exchange. The
iSON data migration team also performed
extensive data cleansing to improve its
accuracy and deployed a localised user
interface in the Arabic language.
The project team successfully completed
final data migration in record time (two
days) to ensure business continuity and the
continuation of daily operations; followed by
a large-scale data migration exercise including
49 million Full Table Scans (FTs) including bills,
payments and adjustments. The modules
implemented during the 17- month project
included: Customer information; premise
management; meter asset management;
field work and meter reading.
A survey of the business revealed the
growing customer service requirements
such as compliance with Regulatory Service
Bureau standards to follow industry best
practices for providing an on-time and
efficient customer service and setting up a
24/7 call centre facility to serve customers
with the right information at the right
time. Several applications interfacing with
external systems such as banks, Emirates
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