Digitalization of internal operations for a public institution in Romania
Context
A national public institution was facing a high volume of internal requests, limited visibility over incidents, and long response times. Manual, fragmented processes were hindering the activity of regional teams.
Implemented solution
A unified Helpdesk platform was developed, built on the Microsoft 365 ecosystem (React Framework, JavaScript / TypeScript) and Power Automate, with the following components:
- centralized portal for submitting requests
- automated workflows for triage and routing
- real-time dashboards and reports
- transparent SLA management
- integration with the organization’s internal systems and processes
AI component
To increase efficiency, an AI module was implemented, capable of:
- automatically classifying requests based on content
- suggesting the appropriate department
- detecting urgency levels
- providing contextualized responses to agents
AI impact:
- 30% reduction in triage time
- decrease in repetitive workload
- faster and more accurate processing
Results achieved
- response times improved by over 40%
- full traceability for all requests
- increased efficiency in incident management
- rapid scalability at national level
