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01 December 2010

EMAYA S.A., Municipal Water and Sewage Company of Palma de Mallorca, selects the AuraPortal BPM Suite

This post is also available in: Spanish

The Municipal Water and Sewage Company (Empresa Municipal de Aguas y Alcantarillado S.A.EMAYA) handles the sewage systems and water supply for public consumption in all stages of the process, as well as daily cleaning services and collection of all kinds of waste and USW (Urban Solid Waste).

It is a Municipal company belonging to the City Council of Palma de Mallorca with approximately 1,500 workers and an IT infrastructure of high technological level.

Project background

The company´s current Management, through the ICT (Information and Communication Technologies) department, has started implementing a BPM (Business Process Management) philosophy, comprised by a set of tools, methods and techniques that are critical to the development of a business management discipline that, along with processes, will allow them to work on citizen services in a more focused fashion.

As a result of a technology audit carried out at EMAYA during 2009, nearly 350 processes were identified and documented. Since that study, the Quality Modernization Service division has managed to design, automation and monitoring of these processes using the BPM Suite of AuraPortal, which has created a cycle of constant improvement that guarantees EMAYA´s quality of service and delivery of the benefits enjoyed by those who use these services

In order to reach this goal, the ICT department, specifically through the Quality Modernization Service division, aspires to align technology with business processes and promote BPM methods that are based on systematic process management, from a horizontal vision and with the aim of laying the foundation for a system of continuous improvement.

The AuraPortal Project

After identifying and documenting the processes, the company went on to segment the general project into smaller projects that will be undertaken based on a strategic business plan.

The completed projects include:

  • Web Content Management Process
  • Meetings Management Process
  • Hydraulic Download Process

More specifically, Hydraulic Download Process is a very complex process that handles and controls issues and actions, both expected and unexpected over the operations within the sewage stations and the Remote Control Center.

Projects in the pipeline:

  • CRM
    • Suppliers Extranet
    • Virtual Office (client)
    • Contact Center (Call Center) Management
  • General I/O Register
  • Administrative Records Management
  • Environmental Issues Management
  • Quality Management
  • EMAYA Intranet
  • Environment Modernization
  • EMAYA Historical Archive
  • Press Release Management
  • Holidays Request Process
  • Meetings Management Process
  • EMAYA Projects Management (topography…)

About EMAYA S.A.

The Municipal Water and Sewage Company (EMAYA) handles the sewage systems and water supply for public consumption in all stages of the process, as well as daily cleaning services and collection of all kinds of waste and USW (Urban Solid Waste).

It is a municipal company belonging to the City Council of Palma de Mallorca with approximately 1,500 workers and an IT infrastructure of a high technological caliber. Currently, it has a fleet of 542 vehicles for the collection of waste and city cleaning, and maintains a drainage and supply network of more than 2,500km.