wqd2011 - innovation - dewa - tracking management system
TRANSCRIPT
Tracking Management System
September 2011
2007-2011
o DEWA's Vision
A recognized World-Class Utility.
o DEWA’s Mission
Meeting customer satisfaction and promoting Dubai’s
vision through delivery of electricity and water
services at a world-class level of reliability,
efficiency, safety and environment by a competent
workforce and effective partnerships; supporting
resources sustainability.
o SCADA Department mission
to provide reliable and efficient design, maintenance
and management of DEWA power and water control
systems.
o SCADA Services and Development Unit
o to provide and maintain reliable and efficient state of
art e-services to Transmission and distribution
divisions.
TMS Tracking Management System is an e-service developed
in-house to solve the problems of managing, finding, and
tracking documents along with reference number generation
and providing facility for e-signature for the outgoing
documents. The system provides the users the privileges to
export several types of reports, Statistics and charts. It has
been designed to suit any department or division or may be any
organization; it is highly scalable, robust and flexible.
o Delay in processing documents
o Loss of documents
o Limited storage space
o High consumption of paper
o Need for dedicated employees (messengers)
o Lack of document security
o Unorganized filing
o Lack of document control (difficult tracking,
central document management)
o Relying on paper
o Relying on messenger role
o Need for physical signature (presence of
concerned person)
Discussion, brainstorming, study break down
Mind mapping, survey
The solution for the root causes identified is to
have an automated document management
system.
Management approval and buy-in was ensured
through presentations and awareness meetings.
o Benchmarking
o With internal system in DEWA: EDMS
o With external suppliers
o Decision to develop an in-house system
o Full control of customization
o Independence of external suppliers
o Unlimited user license
o Data storage on local severs
o Result of the cost comparison study
o Hardware
o High end servers to be utilize with large storage space
Software
o Open source packages (PHP, MYSQL database, JavaScript
and Visual Basic, Ajax , Adobe Photoshop)
o Developers
one senior developer and two developers full time.
o Project risks during implementation (cost, schedule, quality) o Cost risk mitigated through proper system sizing
o Schedule controlled through close supervision of developers work
o Quality controlled through unit testing and user acceptance.
o Solution risks after implementation (data corruption, server breakdown, password theft, unauthorized access) o Database corruption: avoided by regular automated
backups
o Server Hardware failure: mitigated by using Marathon High availability servers
o Possibility of hacking/Misusing: mitigated through 128 bit encryption to secure critical data
o Process map ,algorithm for the software prepared
o Prototype developed
o Iterative method of software development was followed
o After each iteration , a feedback from the intended users was taken
o Coordinators from each department identified and assigned for analyzing the system
o Pilot system first implemented in SCADA Software section and tested over a period of 4 months
o Database backup process scheduled very six hours for consistency check
o System was subject to virus and hacking attack to ensure reliability and security
o Pilot trials by the coordinators for testing of GUI’s and workflow process
Stakeholders
Development team
Coordinator users
Normal members
Management Members
Steps for full scale implementation
Configure users and define their roles
Configure the workflow
Deploy Databases
Provide training
o Users’ feedback (helpdesk, survey, questionnaire,
meetings, portal)
o Developer’s review (performance evaluation, bug
detection)
o Reduction of document cycle duration
o Ensure organized online access to documents
o Minimize paper consumption
o Promote the utilization of e-services inline with Dubai e-
government vision.
o Easier searching and tracking of documents
o Time Saving due to remote access and electronic
circulation of documents
o Time spend by Technical Staff on document processing
would be reduced there by focusing on expertise related
task
Process Before TMS After TMS
Document circulation Photocopy/Email Thru TMS
Comments Received Paper Thru TMS
Documents Storage Folders/Emails Electronically Stored
Documents Security No Highly Secured
Searching Documents Time Consuming and very
difficult
Single click
Signature Paper & pen Electronically Signed (No
paper, pen and printing)
Dispatching Hardcopy Thru TMS(Email,E fax)
2007 Feb
Discussions-Collect Requirement
Analyses -Plan
2007 Jun
TEST- First Version
End 2008
Second Version
(Checkout document –mange anther department)
End 2009
Third Version
(e. signature , Manage all Division )
End 2010
Fourth Versions Restructured
database & interface
2011
Fifth Version
(Document library)
More features
Average result of satisfaction survey for the TMS has
found to be more than 85% with increase in users
TMS survey result Satisfaction Results No. of
participants
1st quarter 2010 89 % 90
2nd quarter 2010 87% 139
1st quarter 2011 86% 148
o Positive lessons
o Plan well in advance
o Training to be started before going live
o Negative lessons
o Wish list never ending, more you give ,
more they want (users)
o Solution initially designed to cover one section
(around 100 users).
o System expanded to cover an entire Division.
o Plan to cover other divisions or the entire
organization .
o Similar approach was followed in other online
applications (reward system, suggestions system,
Job management system, …..).
o All these applications contribute greatly to Dubai
vision of becoming a “recognized world class
utility” in Dubai race for excellence.
The team was awarded of the special Act Award
