The challenge
Manual data entry, paper correspondence and aging systems slowed tax and rental-bond services for citizens and agency staff.
OUTSYSTEMS IN ACTION / GOVERNMENT & PUBLIC SERVICES
How a revenue agency processed undisputed rental-bond refunds in a day or less
A simple request should move forward without hiding the cases that need review. This agency connected self-service and back-office work. Explore the reported refund and correspondence improvements and the exception path behind the faster journey.
RESULTS REPORTED IN THE SOURCE
≤1 day
undisputed refund requests, previously taking up to three weeks
90,000
annual envelopes avoided through digital correspondence
Near real-time
reporting previously taking around a week
THE BUSINESS CHALLENGE. THE CHANGE. THE RESULT.
The change
The agency introduced OutSystems self-service portals connecting submitted information, operational workflows and reporting.
The outcome
The source reports undisputed refund requests moving from up to three weeks to a day or less, ninety thousand annual envelopes avoided and reporting available in near-real-time.
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
Design the exception journey alongside the faster default path.
An undisputed request and a disputed case need different review steps. Agree how the application identifies the next owner and the evidence needed before a request moves forward. That lets developers improve self-service while preserving a clear process for the cases that still require professional review.
02
Measure the handoff from the form to the operating record.
A digital submission creates value when the information reaches the right workflow without repeated entry or unclear status. Review that handoff and the reporting it supports with service staff. OutSystems professionals can reinforce implementation while the agency defines the acceptance and support responsibilities for the new journey.
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.