Dubai’s Department of Economic Development (DED) has announced that it will automate two of its internal business processes, a suggestion scheme and the agency’s IT help desk.
This move is part of a wider internal workflow project that ultimately aims to automate all of DED’s internal processes.
“This initiative has been launched to streamline and automate our internal processes first, before building on our strengths to extend automated services to our external stakeholders,” explains Sultan Lootah, IT Director, DED.
The automation of the suggestion ensures that submissions from staff and the public are tracked and responded to according to an agreed schedule, and that participation in the suggestion evaluation process is monitored.
The second internal process at the DED to have been automated is the 'IT help desk,' which assists the IT department to handle support issues from both internal users as well as the public more efficiently. It provides quicker resolution, and allows the IT Manager to view the performance of support staff.
Quelle: Public Sector Technology & Management, 09.11.2005
