A Government Organization in UAE Enhances Employee Experience while Reducing Manual Processes through SharePoint Implementation
Our Government customer in Dubai was looking for an intranet portal to enhance their internal communications and enhanced ability to design and follow the corporate templates.
They were looking for a solution which has inbuilt document management system that will help maintain all policies, procedures and other documents in a central repository. These documents can be published based on the roles / departments of the user.
Business Scenario
The customer was looking for Microsoft SharePoint intranet portal implementation (Corporate and Department wise). Intertec has identified that end user requests to departments was paper based and hence there was no tracking / SLA for these requests.
After closely working with the customer we have suggested to have these processes automated through the intranet portal.
In their old environment, the requests to different departments were sent manually and hence there was no tracking of these requests. Reporting and escalations were done manually. There was no SLA agreed for services provided by different departmental requests and hence performance tracking was a major challenge.
With SharePoint portal, our client was able to provide better user experience to the employees. They could provide an HTML5 intranet portal for the employees. The portal can be accessed from any device which are authorized to connect to the portal.
Challenges
- No Intranet portal for internal communications
- No tracking of requests due to paper based processing
- Prioritization of requests
- No proper updates to end users
- Absence of SLAs
- Visibility to Management
Tool & Technologies
Solution
The first phase of the Microsoft SharePoint implementation was the Process Consulting where Intertec Consultants performed an as-is study of the processes within different departments. This was conducted through detailed requirement gathering sessions with each departments. Intertec has advised the ideal process changes required to be made. These changes were discussed with key stakeholders and the final processes were documented and approved by the customer.
Intertec’s UI Designers has worked closely with the customer marketing team to ensure that the portal branding is done as per the customer’s expectation. Once the design is finalized, Intertec SharePoint consultants have configured the workflows and forms based on the finalized / documented processes.
Content management system and Document Management System was also configured with rights assigned to respective teams / owners.
A list of frequently used services were displayed in the corporate portal and the departmental services were listed in the department sites. By implementing the solution, the customer as able to provide a unified digital platform to its users and thereby enhancing user experience.
Result
- Unified portal for all Internal Service Request
- Better End user Experience
- Improved and unified communication channel
- Visibility & Control on Requests.
- Effective reports & analyses
- Quick Approvals for Service Requests.
- Centralized repository of policies and procedures