Abu Dhabi National Oil Company for Distribution (ADNOC Distribution) has signed a consultancy services agreement with global firm Protiviti as a step forward in driving its Change Management Consultancy Services (CMCS) project.
CMCS is a strategic initiative defined under ADNOC Distribution’s overarching ‘Program SMART’ project that seeks to build ‘smart’ service stations using emerging technologies and solutions. Initiated in 2013 to bring a paradigm shift in the operations of service stations by introducing all-round customer service capabilities, the program is built around the three components of Design, Enable and Assure to include business processes, architectural layout marketing, health, safety, security and environment technology solutions, network, RFID tag installation centers, certification, and service station roll-outs.
Under its agreement with ADNOC Distribution, Protiviti is mandated to offer innovative business re-engineering solutions for end-to-end customer service, develop marketing strategies to support the core service modification, conceptualize designs for station engineering (architectural layout) and recommend best practices in health, safety, security and environment compliance. The project is expected to be completed by end 2014.
His Excellency Abdullah Salem Al Daheri, Chief Executive Officer, ADNOC Distribution, said: “ADNOC Distribution has always been at the forefront of deploying pioneering technologies to customers. Program SMART comes as part of this vision to enhance overall customer experience through the delivery of innovative solutions. Within this overarching program, the Change Management Consultancy Services initiative will conceptualize best practices and enhanced strategies in customer service.”
Senthilkumar, Regional Managing Director, Protiviti said: “Through our collaboration with ADNOC Distribution, Protiviti will aim to achieve our shared vision of placing customer service at the forefront of value delivery. We have already made significant headway since inking our partnership in December 2013 and are confident that the UAE will soon enjoy the benefits of ‘smart’ service stations.”
His Excellency Abdullah Salem Al Daheri added: “Program SMART seeks to further strengthen the operational capabilities of the company across its expanding network of service stations. We remain at ADNOC Distribution committed to retaining the existing staff as part of its responsibility to the company’s workforce and long-term growth plans. In addition, the overall program has three phases viz. Design, Enable and Assure and this engagement will realize the objectives defined under the Design phase of the Smart Program.
Protiviti is a leading global business consulting firm with offices in more in than 70 locations worldwide (including seven in the GCC), serving more than 35 percent of both the FORTUNE® 500 and Global 1000 corporations. Protiviti offers solutions for clients in Strategy, Transformation, Finance and Transactions, Governance, Assurance and Technology Consulting services.
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