Case Study: Ekurhuleni Metropolitan Municipality achieves sub-21-day approvals and unified service delivery with Software AG

EMM makes a positive difference in the community and citizens’ daily lives

Ekurhuleni Metropolitan Municipality (EMM) is a South African metro in Gauteng serving more than 3 million residents across 20 Customer Care Areas. EMM struggled with fragmented, paper-based processes and siloed IT systems that produced duplicated work, poor visibility, months-long approval times (about three months for indigent status), errors and even unfair service disconnections for eligible residents.

EMM implemented Software AG solutions — webMethods BPMS, ARIS, CentraSite, Adabas & Natural and SOA-based integration — to model, standardize and automate processes, provide centralized dashboards and deliver mobile notifications. The project cut approval times from three months to under 21 days, reduced complex development cycles from about a year to two weeks, increased service reuse and developer productivity, eliminated manual multi-source searches and materially improved customer service, planning and operational transparency.

Ekurhuleni Metropolitan Municipality

Vuyani Zwane

Requirements Management and Solutions Delivery Manager