Background
Monad Solutions, IT Consultancy, successfully completed a project for a large Government agency in Asia.
As part of a modernisation drive and systems upgrade, the agency sought to improve accuracy and response times to personnel queries. This was implemented by moving from a manual system to the creation of a bespoke self-service portal.
Challenge
The agency’s multi-layered intricate policy relates to a huge range of staff, that originate from different backgrounds and levels of seniority, leading to a huge volume of variables impacting each unique enquiry response.
Consistency was a real challenge; formerly all queries were logged, processed, tracked and reported manually, which was not only time-consuming but increased the risk of error.
Furthermore, the agency’s different systems were not synchronised; personal were potentially required to input data more than once leading to time inefficiencies and duplication of data.
Solution
Renowned policy automation experts, Monad, were approached to work alongside the agency and in conjunction with a global systems integrator, which was also involved, to manage and assist in the project.
As specialists in best practice and rule base design techniques, the Monad team adopted a phased approach to effectively manage the agency’s complex policies.
To leverage each policy effectively, a high volume of unique data models and bespoke rule bases were required.
The intricate multi-layered system needed to accurately embrace the agency’s wide-ranging policies; at the same time, it needed to be an interactive, intuitive and easy to use web-based system that dealt with all manner of personnel requests.
Benefits
The Monad team leveraged their expertise to successfully deliver over and above the project requirements within short time frames.
The project has enhanced they agency’s processes; policy queries can be resolved immediately; audit trails are provided to service personnel demonstrating consistent service delivery and back office data systems now synchronise.
Furthermore, the agency’s policy experts time has been freed up; they no longer need to resolve policy queries generated by the old manual system and can instead focus on policy improvements, maintenance, and enhancements.
Michael Fairweather, Managing Director at Monad commented:
“The sheer scale of the project and the skills we were able to bring to the table made this a fantastically rewarding project to work on. Within short time scales, we delivered huge improvements, which were felt both by the agency project team and importantly the end user too. Owing to the success of this project, we are pleased to be in discussion with the agency in relation to further improvements across their systems.”
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