Case Study: Integrated Service Management Platform
 

Case Study: Integrated Service Management Platform

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The National Archives (NA) has a strong commitment to providing citizens with transparent and reliable services. Addressing the public’s need for quick and unrestricted access to information meant ...

The National Archives (NA) has a strong commitment to providing citizens with transparent and reliable services. Addressing the public’s need for quick and unrestricted access to information meant the NA had to upgrade its public records system by using an advanced and proficient digital infrastructure.

The NA recognised that tackling these challenges required a specially designed online platform that could allow citizens to interact with the archival services in a more convenient way.

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Case Study: Integrated Service Management Platform Case Study: Integrated Service Management Platform Document Transcript

  • Simplified Archiving Management System The National Archives (NA) has a strong commitment to providing citizens with transparent and reliable services. Addressing the public’s need for quick and unrestricted access to information meant the NA had to upgrade its public records system by using an advanced and proficient digital infrastructure. The NA recognised that tackling these challenges required a specially designed online platform that could allow citizens to interact with its services in a more convenient way. Web Portal with Full-indexed Records iQuest developed a fully Integrated Service Management Platform that offers citizens secure and easy access to archival records. Consisting of a web portal that embodies a searchable database with fully indexed metadata, the system simplifies control over the NA’s available resources. The platform’s features were defined to allow both citizens and civil servants to carry out multiple operations. Through the front-office unit, members of the public can perform activities such as requests for legal documents, archival record queries, requests for copies of historical document. Whereas the back-office unit enables civil servants to index the current archive and receive and solve citizen requests in a secure and centralised environment. The platform was built on Oracle’s Application stack (Oracle Web Center Portal, Oracle Siebel CRM) and integrated with a dedicated archival solution, tailored to cope with NA’s internal processes. On top, a Single-Sign-On Mechanism was set-up to provide a unified security management system. As part of The Ministry of Internal Affairs, National Archives of Romania is the official body responsible for the preservation of national documents and personal or diplomatic records created by the government, as well as individuals. Company Snapshot Founded in 1831 Headquartered in Bucharest, Romania 42 County Agencies portal.arhivelenationale.ro
  • To ensure an efficient mapping process of the operational interface, the application holds a Business Intelligence component, enabling the measurement of internal staff KPIs through periodic reports based on the quantity of solved requests. The platform was implemented in 5 key data centres and 20 other locations in Romania to simplify control over the operating environment, along with the installation of the required hardware. Convenient Access to Archival Holdings Migrating to online services was a significant step towards enhancing the NA’s relationship with the public. Managing records electronically ensures a better governance of the archives and offers improved service delivery since necessary information can be quickly located and classified. The platform also enabled the NA to move its storage environment to a greater level of efficiency by providing high service availability and a simple, user-friendly structure. End-users benefit from a seamless experience. They can also easily submit requests, track the status of their applications and, if necessary, pick up the electronic version of the document. The online delivery application was customised to answer to the specific needs of the NA, optimising back-office processes and lowering administrative costs. Striving to address the expectations of empowered digital citizens, the National Archives succeeded in creating a robust information management platform. About iQuest iQuest is an international IT services group that for more than 15 years has been delivering an extensive portfolio of customised software solutions, products and integration services across Europe, MEA and the US. With a successful combination of technical expertise and service excellence, iQuest drives long-term business value for leading companies in Life Sciences, Telecom, Financial Services, Transportation and Energy. Headquartered in Germany, iQuest has local teams in Switzerland, Romania and the US, and currently employs more than 500 people. For more information, please visit: www.iquestgroup.com © Copyright 2014, iQuest Technologies. All rights reserved. No part of this document may be reproduced, stored in a retrieval system, transmitted in any form or by any means, electronic, mechanical, photocopying, recording, or otherwise, without the express written permission from iQuest. All other product names, service marks, and trademarks mentioned herein are trademarks of their respective owners.