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New Automation for On-Call Requests & Management Cycle at Zain Jordan

Feb. 12, 2026

On-Call Requests & Management Cycle is a strategic initiative implemented at Zain Jordan to modernize and unify the way on-call requests are submitted, managed, and tracked across the organization.

The idea was submitted by Aya Odeh, led under the Vanguard Eliana Al Dahabi, and enabled by Mohammad AlBaba.

Prior to this initiative, on-call requests were handled manually and inconsistently across departments, resulting in inefficiencies, limited visibility, and unnecessary administrative effort. Each department followed its own process, which made tracking, approvals, and modifications time-consuming and prone to errors. This fragmentation highlighted the need for a unified, structured, and digital solution.

This implementation addresses these challenges by introducing a centralized digital channel available through the BPM Workspace and BPM Mobile App. The solution enables employees and managers to submit, modify, and manage on-call requests through a single, standardized process. By consolidating all on-call-related actions into one system, the initiative replaces manual handling with an efficient, automated workflow.

The impact is significant, providing a user-friendly, dynamic, and fully trackable method for managing on-call requests across all departments. The solution improves operational efficiency, enhances transparency, and ensures consistency in how requests are processed. It also enables better oversight and accountability, supporting more informed decision-making and smoother management cycles.

This initiative demonstrates the power of collaboration and structured innovation within Zain Jordan. Through the combined efforts of the ideator, enabler, and Vanguard, the solution delivers tangible value while aligning with Zain’s broader strategy of digital transformation and operational excellence.

This is a strong example of how focused, employee-driven innovation can simplify internal processes, improve the employee experience, and create measurable business impact within the organization.

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