Communications and Information Technology Commission (CITC)


Communications and Information Technology Commission (CITC)
PROBLEM

CITC is responsible for ensuring all operators and stakeholders in the ICT industry are aware of and adhere to all the Acts and other legislation governing the Saudi Arabian ICT market. Due to the frequency with which these laws are introduced and updated, the Business & Systems Analysis Team at CITC required a technology platform that provided the agility, robustness and sophistication that was needed to easily and swiftly update the CITC e-services, systems and processes to reflect changes in the regulations.

CITC’s legacy technologies and tools for building, deploying and updating these services were unable to keep pace with these constant changes. The development process was too time-consuming and resource- heavy, often requiring an investment in external contractors, as each solution had to be built from scratch and required dedicated resources for updates and maintenance.

SOLUTION

Time to market is critical for CITC; and they conducted a study to find a suitable tool for developing, deploying and updating their e-services more efficiently. CITC chose K2 as their new workflow engine due to its flexibility, functionality and the affordability of its system prerequisites and requirements. It also offers a user-friendly scripting language with Arabic language support.

CITC’s K2 workflow engine provides one architecture and technology for rapidly developing and deploying low-code process-based applications and e-services for use across CITC’s three user segments.

These include:

    1. 400+ employees at CITC
    2. More than 100 users among eight service
    3. providers across Saudi Arabia
    4. Public users who access CITC e-Services platform

    The agility, scalability and re-usability of K2 technology has enabled the technical team to develop solutions more swiftly and with fewer resources than before, with no need for external contractors. CITC’s internal team of around 20 specialists handles all development, maintenance, support and analysis inhouse.

    Prior to introducing K2, it took 3-4 months to build a solution of average complexity. Now, using K2 technology, these can be developed in one month or less. Overall, time to market has been cut by 50-70%, depending on the nature of the request and service.

    CITC has already built and deployed 60 new e-services on the K2 platform; and there are 50 more K2-powered solutions in the pipeline. In 2016, CITC had 205,000 requests for all services.

    The adoption of K2 has led to significant i mprovements in efficiency across the business. All the new workflows are highly secure and enable CITC to control and measure employees’ KPIs. However, the chief benefit has been a significant increase in user satisfaction across all three target markets.