Speridian successfully delivers contact management solution for UAE ministry of finance

About the Client

Ministry of Finance (MoF) in the United Arab Emirates is responsible for the implementation of all fiscal, monetary and industrial policies related to UAE’s economic development.

About the Project

Speridian was chosen by the Ministry of Finance to  implement a smart case management solution for handling their customers’ cases and issues related to VAT implementation Initiatives. Speridian, being one of the leading Public Sector solution providers in the UAE, was invited by the HP Enterprise (HPE) to demo our capabilities. After multiple presentations and demos, Speridian was selected from a list of high profile vendors.

The Speridian team built out a case management solution that went live on 31st December 2017 on a very aggressive timeline and in time for the VAT implementation in the UAE from Jan 2018 onwards. The solution addressed the following business challenges of the client:

• Manual tracking of issues raised by email and call channel
• Assignment of issues to respective departments by emails
• Lack of a single interface for all complaint channels (Mobile, Portal, Call Centre and Emails)
• Lack of transparency of issues raised and solved
• The need for a centralized database for reporting

Key Deliverables

• Account and Contact Data load
• Service Request Management
• Service Level Agreement
• Service Request Via Email and Portal
• Case Management
• Active Directory integration
• Integration with core tax system
• CTI  Integration