The Customer did not have automated processes for receiving and reviewing requests for public services. Also missing:
- A tool for registering request reviewing stages and request fulfilment deadline management;
- A single storage for documents and their description.
All this resulted in a lengthy and labour-consuming reporting process (both scheduled and on-demand). A technical solution for convenient and efficient work on this process was required.
The Customer chose one of the most popular public services as a pilot project. Automating the rest of the public services provided by the Ministry is planned for the future.
Key Challenges
- Organizing a single point for receiving public service requests.
- Creating a single storage for licensing information, orders and other documents.
- Registering the stages of subsoil user request reviewing process in a unified system with the possibility of deadline management for reviewing these requests.
- Creating a reporting tool for submission within the ministry and upon request.
- Improving request reviewing efficiency by automating individual processes.
Solution
Implemented our solution
- ICL Services specialists were faced with the task of quickly automating a poorly formalized process. The Customer needed to be shown that implementing an IT project took only weeks or months, not years of waiting. 1 business analyst, 1 developer, 1 tester and a project manager were allocated for the task. It was decided to use an Adaptive Case Management tool and No Code technology: the development of a data storage structure, screen forms, setting up lists and filters was done by “mouse clicks” by the business analyst. One month later an MVP configured by a single analyst was shown to the Customer who then made a decision to start the project. During this month, the Customer's regulations were studied, meetings were held to clarify the system requirements, in parallel, the system was being configured. In 3 months the project was complete.
In the course of the project, the ICL Services specialists created a single storage for all document data involved in the process. A pilot public service process was also built:
- Automated task creation;
- Deadline management for reviewing requests;
- The ability to track changes in the licenses issued by the Ministry: license validity periods, stages of reviewing a license request;
- Creation of license agreements was automated;
- Reporting was configured.
Products and technologies
A Studio Creatio Enterprise Edition BPM System
- Exchange Mail Server Integration
- File Storage Integration (using ftp)
Results
- Time for creating a license agreement was reduced (from several hours to 5 -10 seconds).
- Risks of repeated request reviews due to errors in the generated license agreements were minimized.
- Operational control over execution of tasks by the employees of the Ministry helps avoid additional payments in the form of fines and penalties for the provision of data to the supervisory authorities.
- The amount of work required for obtaining consolidated reporting was reduced. Reports are available online for every system user, whereas previously it took up to 1 day to prepare such report.