For one of our clients, the Mazowieckie Voivodship Office, we have implemented a dedicated IT system that comprehensively supports processes in the area of foreigner service. The organization for which we have carried out this project is one of the largest official units in Poland, which successfully serves the largest number of foreigners among the European Union countries. It is worth emphasizing that it is also a government administration office through which the Head of the Office for Foreigners, which is the central body of government administration on the territory of Poland, performs its tasks.

Our task was to solve the problem of accelerating and optimizing the service of processes through their automation thanks to the design, production and implementation of one of the most important systems for the government administration office. The implementation was entrusted to Net PC due to the previous, several years of partnership with clients in the government and administrative area, including the Ministry, and experience in the design and implementation of complex IT solutions using corporate ESB (Enterprise Service Bus) service buses implementing the SOA (Service Oriented Architecture) concept.

Our tasks in the project:

1. Business (business processes) and system analysis
2. IT system design with many integrations (architecture design and system design)
3. Development and implementation of a key IT system
4. Developing the IT system by improving it - adding new functionalities and optimizing the existing ones
5. Maintenance of a dedicated IT system

The client presented us with the biggest challenges:

1. High labor intensity of servicing foreigners based on current IT solutions
2. Inefficient, time-consuming communication with applicants
3. Lack of a dedicated system for processing applications for over 200 employees of the Office from various units of the Office
4. Lack of a dedicated system for processing applications for several thousand cases based on submitted applications defined by legal regulations
5. Bugs in the current system, requiring immediate repair with limited documentation
6. Difficult and ineffective direct communication between officials
7. Lack of a system that can be integrated, for example, with the system for booking visits with officials, the Contact Center system, the Polish Post system, e-Sender, Teryt GUS, sending SMS notifications

1. Flexible approach to the client - focus on remote work and work at the client's premises in the case of initial analytical work on complex issues
2. Well-thought-out system architecture based on an ESB bus implementing the SOA concept, which ensures stable scaling of the solution and the possibility of quick integration with other cooperating systems
3. Modern UI, compliant with the principles of UX design while maintaining an appropriate level of availability - compliance with WCAG 2.1
4. Agile, based on sprints, delivering subsequent elements of the system, which made it possible to meet the demanding schedule
5. High code quality (confirmed by an audit and verified with tools such as SonarQube), a scalable and easy-to-develop system
6. High and scalable system performance confirmed by automated end-to-end tests using, among others, TestCafe and JMeter tools

1. Using modern technologies - .NET Core, Angular, ESB, HAProxy, Elasticsearch, Kibana, Reporting Services
2. Using the corporate service bus ESB (Enterprise Service Bus) - thanks to the SOA-oriented architecture (Service Oriented Architecture), the system provides unlimited possibilities of integration with other cooperating systems, which facilitates the implementation and commissioning of subsequent systems in the organization
3. Infrastructure architecture based on a cluster - the system has been embedded in a dedicated, specially designed infrastructure ensuring an integrated work environment
4. Using system tools, thanks to which it was possible to integrate e.g. with the system for booking visits with officials, the Contact Center system, the Polish Post system for handling e-Sender, Teryt GUS, sending SMS notifications
5. We have defined and implemented an improved analysis and design process - the analysis process was based on teamwork, we verified and validated the requirements in accordance with the BABOK Guide (Business Analysis Body of Knowledge)
6. Using the SCRUM methodology - we also transferred to our partner the knowledge about work based on agile approach practices, so as to create the synergy effect of teamwork, which ensured optimal project implementation in terms of the efficiency of work of cooperating teams, with a reduced number of errors in the system to the advantage its development - building new functionalities for system users

1. Solving the problem of the increasing need to involve additional personnel to handle a large number of foreigners' applications
2. Providing an IT solution that is able to successfully process over 10,000 applications per week for over 200 employees. The system handles 18 types of cases
3. Providing a stable and scalable system architecture, which ensures comprehensive service for the Office's applicants
4. Creating a work record tool for office managers
5. Improvement of communication between foreigners and officials, which reduced their number
6. Implementation of a modern UX/UI, including WCAG, thanks to which effective and pleasant work of UX was ensured, and accessibility of the system for people with disabilities was ensured
7. Better, faster and more effective communication between officials
8. Ensuring the security of access to the system
9. Implementation of international IT standards based on IEEE standards, also implementation of BABOK and SCRUM agile work methods

The Net PC team provided the partner with a modern, dedicated IT system that made it possible to perform many clerical and administrative operations in a more effective and efficient manner. The system solved the problem of the growing requirements in terms of a large number of foreigners' applications and the growing requirements in the field of internal communication of officials and communication in the official-foreigner relationship. Despite the tight schedule, the engagement of a large number of stakeholders with different (often contradictory) points of view on the part of the Contracting Authority, the analytical and design works were carried out efficiently according to the schedule.

Additionally, we implemented several features of the system for the Ordering Party, which were not within the scope of the project. These were functionalities that allowed the Office to benefit from the very beginning of the production system. In line with the values ​​of NetPC teams, including the KANO model, we always try to go beyond the expectations of the Ordering Party, increase satisfaction by providing a solution/features of the system that cause a "wow" effect and even excitement. This is what happened in this project.

NetPC engineers (IT Commandos) perfectly designed the system architecture, selected the right components, which together ensured system scalability. The implemented IT system was integrated with other systems, including data exchange systems, e.g. the Contact Center system, the Polish Post system for handling e-Sender shipments, Teryt GUS, sending SMS notifications. The implemented system helped to integrate the organization's activities, thanks to which the organization can focus on the further development of customer service. For the organization, the key was the comprehensive implementation of the project (analysis, design, implementation, testing, release) including a new integration with external systems along with data synchronization. The client also plans to cooperate with our team in the future. As a Net PC, we have shown that we are able to design and build effective and scalable administrative tools supporting work in the area of ​​comprehensive customer service processes.

We are waiting for new tasks in the field of the development of dedicated and advanced IT solutions!