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Case Study

Electronic System for Citizen Requests Processing

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OUR CLIENT
To provide citizens with a digital access to the services, one of the ministries in the Kingdom of Saudi Arabia had implemented an electronic system for processing citizens requests based on Pega Platform. However, the solution developed by the previous contactor did not meet the standards for a mission-critical system and raised complains.

Our team, together with our local Saudi Arabian partner Tools & Solutions, have been selected to enhance business features and improve technical capabilities of the existing system.
CHALLENGES

Unstable performance: system failure when load increases

Data transfer mechanisms posed a risk to personal data

The existing solution did not support complex Customer Journeys

Poor Customer Experience due to the low level of flexibility and limitations of process design

Limited routing options, lack of means to track employees’ productivity

The project has a high social importance in achieving targets of the national transformation and objectives of the Kingdom's Vision 2030.

OBJECTIVES
Optimize system performance and eliminate defects to stabilize the system
Upgrade to the latest Pega version
Update infrastructure: migrate to Kubernetes and upgrade Oracle to the latest version
Implement complex decisioning for better routing of requests
SYSTEM OVERVIEW
Making lives of citizens and residents better to achieve the objectives of the National Transformation Program
1

Individuals submit applications on the self-service web portal or via the mobile application

2

Types of cases include complaints, requests, queries, suggestions and complaints about the ministry staff

3

A backend platform ensures consideration of all applications with an SLA of 5 days

4

Resolving cases is supported by intelligent routing, SLA management, performance reporting

5
A CRM system stores customer information from multiple systems
SOLUTION

A high-load system supporting a large volume of interactions

Unified CRM and processing system solution

Intelligent routing

A safeguarded access from mobile devices and a web portal

Transparent communication policy and history

Performance reports

Electronic services for citizens are complaint with modern high-quality standards.

MODULAR LAYERED SOLUTION ARCHITECTURE

  • Users interact with the system through portals that serve as the entry points, providing user-specific interfaces for different groups of users.
  • UCRM (Unified Customer Relationship Management) acts as a backend platform for managing citizens requests for services.
  • Different modules handle specific functions, and interact with each other through well-defined interfaces, ensuring that changes in one module don’t affect others.
  • Pega Customer Service Framework responsible for orchestrating processes of Customer Service and Enterprise Framework that ensures integration.
  • The reaction in this case may be to disable the restriction, after which transactions with these clients will go through standard control.

RESULTS

  • 1 million

    cases per year

  • 175 000

    interactions per day

  • 10+

    automated processes

High level of system performance and reliability
Intelligent routing for fast allocation to the best suited employee
Average system response time is reduced to
0,147 seconds
Improved employee experience and operational effectiveness
Omnichannel customer journey via a mobile app, web portal or call center with accessibility of an application from any channel
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