Case Study: Dubai Municipality achieves streamlined, transparent municipal service delivery with Software AG's ARIS

Dubai Municipality - Customer Case Study

Dubai Municipality, the government body managing Dubai’s infrastructure, public health and environmental services, faced rising demand from rapid population growth that strained its service delivery. The organization struggled with opaque processes, long delays (for example, product registrations taking about twice the SLA of 45 days), unclear costing and pricing, and pressure to improve revenue collection and customer experience across dozens of services.

Working with Software AG, Dubai Municipality implemented the ARIS process-transformation platform starting with an ARIS Process Mining pilot that quickly revealed root causes—such as redundant document reviews—allowing teams to re-engineer workflows. The solution was rolled out across 27 services with Professional Services support, delivering real-time transparency, large cost savings, shorter wait times, better pricing insight, and noticeably higher customer satisfaction; the municipality is now extending ARIS for risk/compliance and IT/business harmonization.

Dubai Municipality