Internal affairs

Overwhelmed by support calls, Dubai Police has revamped its support system to provide remote support.

  • E-Mail
By  Imthishan Giado Published  January 12, 2008

Talk to most system administrators and they would generally name support as the biggest consumer of their time. For them, monitoring several hundred desks can be a challenge.

Technical resources department manager Captain Adnan Ali Mohammed Ali and his four-man team, however, have a far more arduous task, having to administer more than 3000 users covering a total of 30 police stations across Dubai.

When the technician saw the problem – after taking perhaps one hour to reach there – it might take five or ten minutes or two to three hours to resolve. Now with CA Unicenter and Remote Control, he can remotely manage everything from here

To deal with this issue, Dubai Police has recently implemented a range of CA systems at its General Headquarters to simplify IT management and improve response times for technical support.

According to Ali, the implementation, which took one year to complete, was driven by a need to improve technical support. Previously, when a support call was made from a station - which depending on the location, could be as far away as Hatta or Jebel Ali - a technician had to personally drive out from the headquarters and attend to the problem. Apart from the fact that this tied up staff and vehicles, it was often difficult to detect the magnitude of the problem.

"When the technician saw the problem - after taking perhaps one hour to reach there - it might take five or ten minutes or two to three hours to resolve. Now with CA Unicenter and Remote Control, he can sit and remotely manage everything from here. He only has to go out if there is a hardware problem, but this is not often," says Ali.

Ali discusses the key drivers behind the implementation: "We take pride in being the most forward thinking and progressive Arab police force today, and coping with technological advances is the key. One of the General Department of e-Services' most important tasks is supervising all technical equipment in the possession of the force - computers, software and networks - so that technology helps our people do their jobs more efficiently. It is not only a cost issue, it is a time issue.

He adds that these drivers originated in his e-Services department: "Dubai Police has a culture of striving to be progressive in all areas, which of course includes choosing the best information technology to be employed by the force. This mindset is ingrained in every department, including the Department of e-Services, where we are always seeking ways to improve the levels of service we can provide to our force in the field and also at our headquarters, by increasing responsiveness and operating more efficiently.

Before embarking on the project with CA, Dubai Police reviewed a number of proposals from a number of vendors including IBM Tivoli, and considered a variety of factors, including the product specifications and the time and cost required for implementation. Ali and his team also had a specific set of requirements in mind, including the ability to conduct accurate inventory, automate software distribution to all the outlying desks and conduct technical support via remote control.

Add a Comment

Your display name This field is mandatory

Your e-mail address This field is mandatory (Your e-mail address won't be published)

Security code