Optimization of procedures in the electronic headquarters
Challenge
An international public administration approached us to enhance citizen experience when carrying out procedures on the country's governmental electronic headquarters, presenting us with several significant challenges.
The complexity of processes, lack of system integration, and difficulty managing the quantity of documents associated with each procedure were just some of the barriers we encountered. We needed a solution to streamline the process, improve efficiency, and provide a more satisfying experience for residents.
Solution
We decided to implement a comprehensive solution using OpenText products for enterprise content management, aiming to make a positive impact on citizens' lives.
We utilized AppWorks to design and automate workflow processes for procedures, enabling us to simplify and standardize procedures, ensuring greater efficiency, accuracy, and consistency in their execution. With Extended ECM, we centralized document management, facilitating access and organization of necessary information for each procedure. Additionally, we implemented OTCS to enhance collaboration and document sharing among different departments and applications involved in the process.
The use of agile methodologies (Scrum) helped reduce implementation time for procedures generated on the electronic headquarters.
- Methodology
Agile.
- Technology
OpenText AppWorks, OpenText Extended ECM and OTCS.
- Partner
OpenText.
Result
The results obtained post-implementation were notable and significantly contributed to enhancing citizen experience at the electronic headquarters:
- Reduction in processing times: Enabled citizens to complete procedures more quickly and efficiently.
- Improvement in precision and consistency: Helped avoid errors and reduced the need for rework, thereby enhancing the quality of service offered.
- Increase in citizen satisfaction: Residents found the process easier to follow and experienced fewer frustrations.
- Optimization in obtaining results at the electronic headquarters.