INDUSTRY WATCH
We had good digital tools, but they didn’ t talk to each other.
This is where open-source API management and integration tools played a critical role. By deploying a flexible platform capable of connecting back-end systems securely, the organisation built a foundation for true end-to-end automation.
It worked, but it wasn’ t efficient. Practitioners were left waiting, and our teams were under constant pressure.”
The situation called for more than digitisation – it demanded a fundamental rethink of how services were delivered. The answer came in two parts: a strong integration backbone to connect fragmented systems and the introduction of Artificial Intelligence to streamline decision-making.
From isolated systems to a connected backbone
Although most of the organisation’ s services had already moved online, the technology stack was far from seamless. Legacy applications handled different functions in silos, creating duplication of effort and limiting the ability to innovate.
“ We had good digital tools, but they didn’ t talk to each other,” the technology leader said.“ Every request required multiple touchpoints, and that slowed things down. We knew that if we wanted to automate, first we had to integrate.”
Uday Shankar Kizhepat, Vice President and General Manager for WSO2 in the Middle East, describes why this open approach resonated:“ The philosophy of open source is freedom. Governments and public sector bodies cannot afford vendor lock-in; they need the ability to adapt quickly to new requirements or policy changes. With open standards, if something changes, operations don’ t grind to a halt. That freedom is one reason we’ re seeing high adoption across the region.”
AI steps in to ease the burden on practitioners
With the integration challenge addressed, the focus shifted to automation. One of the biggest pain points was the classification service – a critical step for any healthcare worker seeking a licence. Previously, each application had to be manually assessed, a process prone to delays and human error.
Now, the organisation has deployed an AI agent trained to evaluate certificates and assign specialities automatically. The change has been profound.
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