Production is going on.
Transport Authority Reduces Administrative Workload by 40%
BCT unified road maintenance workflows on OutSystems Developer Cloud, giving teams clear task ownership, real-time visibility and automated audit trails.
Client
Challenge
Road maintenance activities were coordinated through spreadsheets, emails and phone calls. There was no single source of truth to track a request from initiation to closure, leaving officers to follow up on status, re-enter information across trackers and clarify who owned each task.
This fragmented process duplicated effort, delayed actions and limited visibility into work in progress. Without a consistent record of ownership and activity, teams found it difficult to establish accountability or identify work that had been overlooked.
Management reporting and audit preparation added to the administrative burden. Officers had to reconstruct transaction histories from multiple sources to prepare operational reviews and evidence. The authority needed standardised workflows that could capture this information during routine work, reduce manual coordination and provide reliable visibility across maintenance operations.
This fragmented process duplicated effort, delayed actions and limited visibility into work in progress. Without a consistent record of ownership and activity, teams found it difficult to establish accountability or identify work that had been overlooked.
Management reporting and audit preparation added to the administrative burden. Officers had to reconstruct transaction histories from multiple sources to prepare operational reviews and evidence. The authority needed standardised workflows that could capture this information during routine work, reduce manual coordination and provide reliable visibility across maintenance operations.
Solution
BCT implemented a centralised cloud platform using OutSystems Developer Cloud to manage the road maintenance lifecycle, from request initiation and assignment through tracking, approvals and formal closure. Each maintenance item has a single record showing its owner, status and history.
The team used short delivery sprints and low-code prototypes to involve business users early. Officers, supervisors and administrators helped shape the workflows, with key screens redesigned when supervisors identified differences between the initial experience and how they prioritised work.
Role-based access and experiences were configured for 12 distinct user roles. Dashboards, notifications and reporting gave teams visibility into relevant activities and next actions, while a responsive web interface supported use across desktops, tablets and mobile devices.
Self-service administration enabled customer teams to maintain reference data directly. System-generated audit trails captured user actions and transaction histories within normal workflows, reducing the need to reconstruct records later. AWS provided cloud file and document storage, alongside relational database services for structured operational data.
BCT continued supporting the platform after go-live through availability monitoring, performance reporting, controlled production releases and security assessment support. The team also coordinated with the platform vendor to assess and close an independent security finding with the customer’s security team without disrupting the planned release schedule.
The team used short delivery sprints and low-code prototypes to involve business users early. Officers, supervisors and administrators helped shape the workflows, with key screens redesigned when supervisors identified differences between the initial experience and how they prioritised work.
Role-based access and experiences were configured for 12 distinct user roles. Dashboards, notifications and reporting gave teams visibility into relevant activities and next actions, while a responsive web interface supported use across desktops, tablets and mobile devices.
Self-service administration enabled customer teams to maintain reference data directly. System-generated audit trails captured user actions and transaction histories within normal workflows, reducing the need to reconstruct records later. AWS provided cloud file and document storage, alongside relational database services for structured operational data.
BCT continued supporting the platform after go-live through availability monitoring, performance reporting, controlled production releases and security assessment support. The team also coordinated with the platform vendor to assess and close an independent security finding with the customer’s security team without disrupting the planned release schedule.
Impact
The customer confirmed a 40% reduction in administrative workload and operational confusion. A single record for each maintenance activity made ownership, status and next actions visible, reducing spreadsheet updates, email exchanges and phone-based follow-ups.
The platform achieved 99.8% availability since go-live. BCT delivered 16 scheduled production releases during the reporting period, all documented and completed without a rollback or unplanned outage attributable to a release.
Self-service administration reduced turnaround time for routine reference-data changes from days to minutes. Explicit task ownership reduced duplicated, conflicting or overlooked activities, while automated audit trails removed the need to manually reconstruct transaction histories from separate sources.
The initial deployment supported 87 users across 12 roles. Strong adoption led to a planned expansion to 450 users, more than five times the initial user base. The customer projected that workload benefits could reach 60% as remaining user groups transitioned and manual workarounds were eliminated.
Centralised dashboards and reliable operational records improved management visibility. The ongoing engagement established a digital approach to road maintenance that can extend to additional user groups and maintenance functions, with governance and operational support built into the platform.
The platform achieved 99.8% availability since go-live. BCT delivered 16 scheduled production releases during the reporting period, all documented and completed without a rollback or unplanned outage attributable to a release.
Self-service administration reduced turnaround time for routine reference-data changes from days to minutes. Explicit task ownership reduced duplicated, conflicting or overlooked activities, while automated audit trails removed the need to manually reconstruct transaction histories from separate sources.
The initial deployment supported 87 users across 12 roles. Strong adoption led to a planned expansion to 450 users, more than five times the initial user base. The customer projected that workload benefits could reach 60% as remaining user groups transitioned and manual workarounds were eliminated.
Centralised dashboards and reliable operational records improved management visibility. The ongoing engagement established a digital approach to road maintenance that can extend to additional user groups and maintenance functions, with governance and operational support built into the platform.
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