The Customer Relationship and Information Department of the National Media and Infocommunications Authority installed its Information Request Ticket Handler in 2012, an application that was meant to track and manage requests incoming through the various customer service channels of the department (phone, personal, e-mail, post, web).
The Lotus Notes/Domino based legacy system developed in-house was integrated with both the mailing system and the document management system, both of which were to be replaced. Complying with the IT strategy of the Authority, the platform change of the software became necessary.
The earlier application of the NMHH was replaced with an efficient, Eventus-based platform in 2020. The users (the administrators) can practically continue to do their daily tasks following earlier, familiar processes, and thanks to the new architecture, the execution of the given tasks is simpler and quicker.
The business functionality implemented on the new Eventus platform ensures the replacement of the legacy system on the one hand, and the integration to the Microsoft Exchange mailing system and the document management system of NMHH on the other.
The state-of-the-art platform of the solution in place since February this year ensures flexible parameterization and process modification in addition to the normal process management features (launching a process, executing process steps, switching users, approval or rejection, system integration tasks, reporting, maintenance and operation tasks, etc.)
During the implementation, the level of automation and the level of integration to the document management system superseded that of the earlier software.