AuraPortal includes aspects such as a Web Portal and Document Management which, along with making it possible to oer

workow and monitoring, make AuraPortal a repository for the base of all business knowledge.

Case Study

EMAYA

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About EMAYA Company EMAYA - Empresa Municipal de Aguas y Alcantarillado, S.A. (Municipal Water and Sewerage Company) Location Palma de Mallorca, Spain Web www.emaya.es Number of Users 150 Products and Services EMAYA provides Integral Water Cycle Management, (the collection, treatment and supply of potable water, water sanitation and purication, and sewerage installation maintenance), and the concession and establishment of water and sewerage connections. EMAYA is also responsible for managing street cleaning and the collection of all types of rubbish and waste. Target Market The citizens of Palma de Mallorca Applications Used AuraPortal BPMS. SAP Extract EMAYA - Empresa Municipal de Aguas y Alcantarillado S.A. (Municipal Water and Sewerage Company) is a municipal company belonging to the Palma de Mallorca Town Hall, with approximately 1,500 workers and a high technological IT infrastructure. It directly manages the water supply for public consumption, sewerage, purication, solid waste collection and street cleaning. Currently, EMAYA has a eet of 542 vehicles for collecting waste and cleaning the city, and maintains more than 2,500km of supply and sanitation networks. THE CHALLENGE The biggest challenge to overcome in this Project was, fundamentally, managing the change of the business structure to a functional, organizational structure that was hierarchically and vertically integrated. Framed within a business plan that included, among other objectives, changing the company's functional approach to a citizen orientated process approach, the BPM methodology was chosen as the axis on which to structure the project; not only as a technological tool, but as the company philosophy. The company's management team implemented the BPM (Business Process Management) philosophy, along with an integrated set of tools, methods and techniques, with the support of the ICT (Information and Communication Technology) department. An important ingredient to success would be the development of a disciplined business management approach that, through the processes, would make it possible to work more intelligently and eciently with the citizens. Because AuraPortal allows fully functioning Processes and Business Rules to be designed by the personnel with no programming experience or training, many business managers are interested in the tool as it enables them to enhance their processes without having to rely on IT experts.

THE SOLUTION To reach this objective, the ICT department (specically the Quality Modernization Service Unit) proposed that the technology be aligned with the company processes, promoting the BPM methodology based on a systematic process driven approach, and with a philosophy of continuous improvement. Initially, a technical audit was conducted, where approximately 350 processes were identied and documented. Once the processes were identied and documented, they proceeded to segment the general project into smaller projects that were undertaken based on strategic and business planning. Then, after analyzing the market by reviewing product feedback from several analyst rms including Gartner, they decided to implement the AuraPortal BPM Suite. They had three reasons for selecting AuraPortal: The possibility of fully functioning Processes and Business Rules being designed by the personnel with no programming experience or training. This meant that many business managers were interested in the tool as it gave them the possibility to enhance their processes without having to rely on IT experts. Another advantage was that the IT personnel did not require a long learning curve and could diagram processes almost immediately. The versatility of the tool, which includes aspects such as a Web Portal and Document Management. This not only makes it possible to oer workow and monitoring, but transforms AuraPortal into a repository for the base of all business knowledge. The ease of implementation with the company's other strategic tools. EMAYA has linked its workow and monitoring to the company ERP (SAP) via Web Services.

Bernardo Carbonell IT Director at EMAYA The change that is triggered with the inclusion of this type of tool and its resistance is something to take into account, especially in businesses in the Public Administration environment. It changes the way to work, which is normally very structured and vertical, meaning that often the matrix of responsibility in the tasks and processes is dicult to determine without the proper endorsement by top management.

Case Study: EMAYA

Case Study: EMAYA

Bernardo Carbonell IT Director at EMAYA The identication, the process design, the automation and the monitoring through the AuraPortal BPM Suite has led to the creation of a Permanent Improvement Cycle that guarantees EMAYA's quality of service and the performance that reaches the users of these services. In regards to licenses, AuraPortal is very competitive, and the application's ease of use and the rapid curve for obtaining results means that the Human Resources invested do not need to be highly specialized, therefore the cost is less.

THE RESULTS The technological implementation, thanks to the partner chosen, was quick and problem free. In the strategic part of the implementation, a methodology was chosen that consisted of quick wins and small prototypes that gave solutions to specic needs. Training was also carried out in the rst three layers of the company's hierarchy, both about AuraPortal and about the company philosophy with a focus on organization by processes. This methodology has proven very eective. Many processes are already in production, specically the complex Hydraulic Discharge process, which manages and controls both programmed and unanticipated incidents and actions about the maneuvers of the wastewater treatment plants and the Remote Control Center. The resistance to change is remarkable, but thanks to AuraPortal's versatility, ground has been broken in introducing the tool on several fronts, which has led to the organization's ability to overcome resistance.

AuraPortal is the only BPM software in the market that offers these 6 solutions: (1) BPMS (2) Intranet (3) Document Management (4) Content Management (5) Online Commerce (6) Business Rules

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