The challenge
A public authority wanted more accessible digital services and less manual administration.
OUTSYSTEMS IN ACTION / GOVERNMENT & PUBLIC SERVICES
How a public authority shifted 80% of customer contacts to self-service
A digital service should make a real task easier to complete. Look beyond the online form to the evidence, decisions and handoffs that determine whether a request moves forward.
RESULTS REPORTED IN THE SOURCE
80%
of customer contacts shifted to self-service
100+
applications built
Up to 200
hours saved annually on one document-checking workflow
THE BUSINESS CHALLENGE. THE CHANGE. THE RESULT.
The change
Its OutSystems journey expanded into online services and AI-supported document validation.
The outcome
The organization shifted 80% of customer contacts to self-service and built more than 100 applications.
Source: customer case study published by OutSystems. Brief prepared by Digital Alchimia.
DIGITAL ALCHIMIA’S DELIVERY PERSPECTIVE
What could this approach unlock for your business?
The useful next step is to connect the story to your own operating reality. Here are the questions we would bring into that conversation.
01
Make the submission easier to get right.
Digital access is only part of a public-service journey. Citizens also need to understand the evidence required and how to correct an incomplete submission. Design feedback at the point of entry so that preventable errors do not become another queue for the service team.
02
Keep human judgment available.
Document automation should have clear limits. Define what can be checked automatically, what needs specialist review and how a citizen can resolve an exception. Include accessibility, service continuity and staff training in the delivery plan rather than treating them as tasks after launch.
START WITH THE WORK THAT NEEDS TO CHANGE
You bring the business challenge. We help shape the delivery team.
Digital Alchimia provides OutSystems professionals and delivery expertise for application development, modernization and evolution. Whether you need to reinforce an existing team or explore a new initiative, we can discuss the capabilities, responsibilities and next steps that fit your context.
A useful starting brief
✓ The process or customer journey you want to improve
✓ Where work waits, repeats or depends on disconnected systems
✓ The expertise already available in your team
✓ The outcome you want to measure and the timeframe to explore
Turn a promising idea into a useful conversation.
Tell us where your business needs to move faster and where your team needs additional expertise. Let’s explore an OutSystems approach shaped around your requirements.