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Boosting Citizen Experience and eServices with TIBCO Services
How Bahwan CyberTek build an eService platform with TIBCO for a government agency in the Middle East
Client
- Client
Challenge- Solution
- Impact
- Conclusion
Client
The client is a government agency in the Middle East responsible for housing policies, urban planning, and citizen services aimed at modernizing its operations. As part of its digital transformation strategy, it sought to implement a comprehensive eService platform to streamline service delivery, improve efficiency, and provide seamless digital access to citizens.
Challenge
The client encountered several IT and operational challenges, including:
1
Fragmented service delivery due to disparate systems leading to data silos, complicating service delivery.
2
Difficulty transitioning to a seamless digital experience due to legacy infrastructure.
3
Security and authentication needs required secure, role-based access and PKI-based authentication.
4
Lack of multi-channel accessibility for citizens.
5
High processing time and manual interventions leading to delayed transactions.
6
Continuous support requirements.
Solution
The following solutions were implemented to address the client's challenges:
1
API Integration:
- Designed and integrated APIs on TIBCO BusinessWorks to seamlessly connect multiple internal and external systems.
- Configured and set up the required APIs on the Mashery API Management Platform for unified service access.
2
Robust Messaging & File Transfer:
- Implemented TIBCO Enterprise Messaging System (EMS) for a uniform messaging interface across enterprise applications.
- Deployed TIBCO MFT (Managed File Transfer) to ensure secure and reliable file exchanges.
3
Analytics and Process Automation:
- Leveraged TIBCO Spotfire for advanced analytics, reporting, and data science, empowering data-driven decision-making.
- Utilized TIBCO BPM for digital process automation to streamline workflows and reduce manual tasks.
4
Enhanced Feedback & Customer Service Management:
- Deployed a customer engagement solution for comprehensive feedback management, intelligence gathering, and complaint resolution.
5
Modern Front-End Technologies:
- Developed consumer-friendly interfaces using React JS and React Native to support multi-channel service delivery.
Impact
Bahwan CyberTek’s solution led to significant improvements across various aspects of the client’s IT operations:
1
Improved Citizen Experience:
- Multi-channel accessibility enabled for citizens through online portals and service channels like e-payment options and physical touchpoints like post offices and consultancy offices.
- Citizens can now access the agency’s services online without needing to visit offices in person.
2
Operational Efficiency & Cost Reduction:
- Streamlined processes have significantly reduced service processing efficiency and operational costs.
- The configurable and flexible platform adapts to change while ensuring secure, role-based access control.
3
Enhanced Data & Decision Support:
- Real-time data analytics and reporting dashboards empower decision-makers with actionable insights.
- Easy access to ownership data and documents has facilitated smoother administrative operations.
4
Future-Ready Infrastructure & Support:
- The platform is designed for future expansion, with plans to integrate services with banks and other government entities.
- Ongoing post-implementation support and 24x7 managed services ensure sustained performance and continuous improvement.
- Local value creation through the involvement of SME organizations and the establishment of a call center staffed by trained locals.
Conclusion
Bahwan CyberTek’s strategic intervention transformed the client’s service delivery by implementing a state-of-the-art eServices platform. Leveraging TIBCO technologies and modern web/mobile frameworks, the solution has integrated multiple legacy systems into a unified, secure, and efficient digital environment. This initiative has not only enhanced citizen satisfaction by providing seamless access to services but also significantly reduced processing times and costs. With a scalable architecture and robust support framework, the platform is well-positioned to drive future growth and innovation in public service delivery.
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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.
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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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+91 44 43449000,
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global@bahwancybertek.com
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