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Case Study

Implementation of a 360º vision on the client’s platform

Business manager working on a software development proposal
Industry
  • Public Sector

 

Challenge

The analysis of the service provided by our client to citizens showed that there are three main concerns to be addressed:

  • When citizens interact with the client through different channels, often times they have to repeat what was said in previous interactions and there is not always coherence and consistency in the treatment given through different channels. There is no clear and unambiguous view of the latest contacts, issues addressed and the status of consequent actions.
  • The client’s team receives a high number of requests and has great difficulty in obtaining contextualised and consolidated information about the citizen or employer, being therefore unable to respond in a timely manner and with the desired quality.
  • Citizens and employers have difficulty finding answers to their questions on the client’s platform. They usually end up giving up and resorting to other channels, namely in writing, by telephone or in person.

Solution

This project aims to help the client overcome the difficulties inherent in today’s complex and dispersed ecosystem, by providing a unified solution with consolidated information, facilitating customer service.


Therefore, a 360º vision was integrated into the client's platform, including:

  • Single front-end: single interface for the several user profiles.
  • Relationship management: manage customer service relationships in a standardised and channel-agnostic way.
  • Business information: immediate access to the citizen’s/employer’s key business information.
  • Information integration: integration services with client systems and applications.
  • Activity management: manage the lifecycle of requests resulting from customer service.
  • Knowledge assistant: adds a layer of intelligence, enhancing user support.

Methodology

Scrum.

Technologies

  • Front-end: PrimeFaces
  • Back-end: Java
  • Database: Oracle

Results

Implementation of a 360º view on our client’s platform, which allows a single view of all relationship interactions and all individual processes of citizens and companies with our client.

Time and resources

The project started at the end of 2022 and the first phase was delivered during the first half of 2023. Several functionalities are part of this project and their delivery is ongoing.


The team involved in this project includes:

  • Project Manager
  • 3 Functional Analysts
  • 5 Developers
  • 1 Automatic Test Analyst
  • 2 Testers