Case Study: ADSIC achieves e-government excellence with Capgemini’s Oracle Siebel CRM platform

Abu Dhabi Aims for E-Government Excellence with Capgemini’s Expertise

ADSIC, the entity responsible for Abu Dhabi's IT agenda, aimed to transform the emirate into a top global e-government by improving service delivery for its citizens and businesses. To achieve this, they faced the challenge of implementing a shared Customer Relationship Management (CRM) platform that could be used collaboratively across 60 different government entities. They partnered with Capgemini to implement a solution based on the Oracle Siebel CRM platform.

Capgemini implemented a collaborative Oracle Siebel CRM solution that integrated multiple channels, including web, call center, and in-person services, to provide a consistent experience for citizens. The platform now handles 7,000-8,000 cases monthly, enabling 60 government departments to collaborate and allowing the government to proactively reach out to citizens. The solution was delivered on time and within budget, successfully standardizing and improving how inhabitants access government services.

ADSIC

Khaled Al Mazrouei

ADSIC