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Boosting Public Services With an RPA-Driven Virtual Employee
How a Middle Eastern municipality automated tasks, saved time, & boosted service efficiency with TIBCO-powered RPA
Client
- Client
Challenge- Solution
- Impact
Client
The client is a municipality in the Middle East focused on smart city development. The client wanted to provide better services to both citizens and businesses, for which they embraced technologies like AI and automation. As part of its long-term goals, the municipality wanted to make daily tasks faster, reducing delays and helping its employees focus more on serving the public.
Challenge
As a municipal body, the client had a wide range of public services to deliver. Despite having digital systems in place, the client was facing multiple issues that affected their overall efficiency. Their digital ecosystem had not adopted automation and AI and was still relying on traditional ways of delivering citizen services. Their key challenges were:
1
Dependence on manual processes, leading to frequent errors and reworks, which further lead to delays in service delivery.
2
Lack of automation leading to sluggish processes, which made citizens dissatisfied with services.
3
Frequent rework took valuable time away from employees who could have been helping citizens directly.
The challenge was clear: how to achieve this RPA (Robotic Process Automation) transformation while ensuring seamless integration with existing IT systems and governance frameworks.
Solution
To address the client’s challenges, BCT came up with an innovative idea. We essentially planned to build an RPA-powered virtual employee that works quickly, accurately, and without breaks. This virtual employee was designed to take over repetitive tasks, such as entering and checking data, which were previously handled by staff. It was built to work alongside the municipality’s existing systems without needing a major overhaul, thanks to TIBCO’s integration tools, which ensured everything worked smoothly together. To keep track of how well the new system was working, BCT employed TIBCO Spotfire. This enabled the client to monitor results and gain accurate insights using advanced dashboards.
1
TIBCO Integration: Integrated Robotic Process Automation (RPA) using TIBCO integration tools, thereby helping automate different processes.
2
TIBCO Spotfire: Deployed powerful analytics with TIBCO Spotfire to help visualize, analyze, and monitor data insights effectively.
By leveraging TIBCO’s middleware & integration capabilities, BCT delivered extensive automation for the client, thereby improving municipal operations and services.
Impact
With BCT’s TIBCO-driven RPA solution, the client was able to achieve transformative improvement in their processes and services. The automation of repetitive manual tasks ensured that the municipal staff had more time at hand, which enabled them to respond more quickly to citizens’ needs and focus on work that truly matters. The virtual employee didn’t replace people; it supported them, helping the municipality serve the public better and more efficiently. Here are some key results achieved:
1
Reduced Task Time: The time to complete key tasks dropped from 20+ minutes to just 2 minutes, thus allocating more time for addressing public issues.
2
Enhanced Accuracy: The overall accuracy improved drastically, reducing the need for corrections by up to 90% and improving overall service quality.
3
Reduced Errors & Rework:Errors and rework were cut by 12–15%, enabling faster and smarter public services and ensuring greater satisfaction among citizens.
What began as a single automation initiative is now a model for how public sector entities can adopt AI-powered solutions to meet the needs of modern governance. With a unique virtual employee, this municipality took a big step toward smarter, faster public services. With BCT’s solution, they could allocate more time to focus on serving the community. It’s a great example of how thoughtful use of technology can improve government services and make life better for citizens.
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