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Building an IT Backbone for a Government Agency
Modernizing a state agency’s IT to lower costs, increase reliability, and deliver better public services
Client
- Client
Challenge- Solution
- Impact
Client
A prominent state agency in the U.S. that ensures employees and employers receive fair and timely resolutions for workplace injury claims under the Workers Compensation Act, helping thousands navigate the process each year.
Challenge
As demand for reliable claim adjudication grew, the agency found itself under mounting pressure to deliver consistent
services while controlling costs. Several interconnected challenges were eroding efficiency and threatening service
quality:
1
High IT maintenance costs draining resources.
2
Need for an economical, flexible resource pool to meet fluctuating project demands.
3
Complex application environment raising risks around intellectual property and change management.
4
Inability to track performance metrics and SLA adherence effectively.
5
Difficulty maintaining standards while customizing legacy systems.
Solution
BCT partnered with the agency not simply as a technology vendor but as a transformation partner, working side by side
to redesign its IT operations into a scalable, reliable, and cost-efficient model. We took time to understand the
agency’s unique service pressures, compliance requirements, and operational bottlenecks, then built a roadmap that
combined proactive support, standardization, and seamless integration. This approach simplified complex processes,
reduced risks, and created a foundation for faster innovation, enabling the agency to improve service delivery,
control costs, and deliver a more consistent experience to citizens and internal stakeholders alike.
Key initiatives:
1
Round the clock support to ensure uninterrupted access to critical systems and faster issue resolution.
2
Structured incident management for different severity levels, minimizing downtime and improving stakeholder confidence.
3
Upgrades and patching to keep core systems compliant and secure, lowering risks and reducing maintenance overhead.
4
Migration and cloning activities to accelerate testing and deployment, enabling smoother rollouts of enhancements.
5
Proactive monitoring tools for visibility into system performance and early detection of potential issues.
6
Standardized processes to reduce complexity, streamline change management, and maintain compliance.
Impact
For years, the agency had managed IT operations reactively, grappling with high maintenance costs, fragmented systems,
and limited visibility into performance. It needed a transformation, not just to fix issues, but to build an IT
environment that actively supports reliable claim adjudication, enhances compliance, and creates a scalable foundation
for future growth. Partnering with BCT provided a roadmap from reactive management to a proactive, integrated, and
resilient operating model.
Key Initiatives & Gains:
1
24×7 support & incident management reduced system downtime, ensuring uninterrupted adjudication services.
2
Upgrades and patching lowered compliance risks, stabilized operations, and extended the lifecycle of IT assets.
3
Migration & cloning activities accelerated project timelines and improved service quality for internal teams and stakeholders.
4
Proactive monitoring enabled deeper insights and faster resolution of issues, increasing SLA adherence.
5
Standardized processes reduced IP risk, simplified future enhancements, and lowered long-term costs.
6
Integrated and reusable services eliminated point-to-point connections, creating an agile and scalable IT environment.
As a result of these initiatives, the agency achieved higher reliability, reduced operational risk, and significant cost efficiency, while establishing a solid foundation for future digital transformation. The partnership with BCT not only streamlined day-to-day operations but also ensured uninterrupted services for citizens and employees, turning IT from a cost center into a strategic enabler for the organization’s mission.
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Bahwan CyberTek processes your personal data for the performance of the contracts, employment concluded with you, compliance with applicable legal or regulatory obligations or Bahwan CyberTek’s legitimate interests to provide you with adequate and qualitative information about products and services and to prevent against any excessive risk.
Transfer of Personal Data
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Changes to this Privacy Policy
Contact Details
Bahwan CyberTek is committed to providing the highest level of protection regarding the processing of their vendors’/clients’/customers’/job applicants’/website visitors’ personal data based on applicable data protection laws and regulations at respective locations. In general, you can visit the Bahwan CyberTek website without providing personal data. However, there are times when Bahwan CyberTek will request personal data.
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In this Privacy Policy, “personal data” is any data which relates to an individual who may be identified from that data, or from a combination of a set of data, and other information which is or may be in possession of Bahwan CyberTek, for instance information about your identity and contact details (such as name, email-ID, contact number).
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