Agility Awards

Project Description: The Services Portal from Açoreana Seguros was designed and built to support the relationship and interaction between the claimant (insured or injured third party) and its Service Providers (with partnership contracts), allowing them to have a great usability experience and delivering an interface for information exchange in the pursuit of operational efficiency improvements. As the primary and preferred interaction channel between Açoreana and Service Providers, Services Portal makes available key information including current financial accounts for each service provider partnership. In addition the portal provides service related key performance indicators that contribute to the provider rating evaluation and influences the assignment of future service requests. The Services Portal’s integration stack allows having state-of-the-art orchestration between web technologies, client-server operational systems and the mainframe. The project has had great adoption across the user community of more than 1000 individuals where the new capabilities have not required any user training.

Customer quote: “Our new Services Portal is seen as a reference in the market in terms of efficiency and as a user-friendly tool. The Agile approach allowed our end users to participate actively during the different steps of development leading up to the final solution and feel completely involved throughout the process. ” - António Ascensão, Partnerships Director at Açoreana Seguros

Project Description: The Integrated Project Management (IPM) system is, as the name states, a system that allows ISPA to provide an integrated solution across key aspects of academic management. This project replaced a legacy Lotus Note system and includes a fully integrated Document Management System, Quality Management System and Academic website plus KPI Management which is currently being implemented as a second phase of the project. The new IPM System allows ISPA to define and improve document approval workflows. The Quality Management System registers various aspects related to the quality of education provided in ISPA. Plus, the academic portal, integrated with the existing ERP that manages all courses, jobs, payments and candidates, allows the organization to communicate with the entire academic community in a seamless manner. The project will also included a decision support system where information for required KPI reporting can be managed and extracted.

Customer quote: “One of the benefits of choosing the OutSystems platform for the development of this project was the ability to integrate with other existing systems such as our ERP and financial systems. But to name just this one benefit is saying too little about what we can achieve together. Now, we have the experience to confirm that it would have been impossible to implement this huge project in such a short period of time with another technology.” - José João Amoreira, General Secretary at ISPA.

Project Description: The project delivered new web and mobile web sites for each of our eight individual hospitals / clinics totaling 16 new web properties. In addition we delivered a new web and mobile web site for the healthcare network, an institutional website for the holding company and a new website for senior citizen homes. All this was accomplished in a 7 month project, publishing 1,557 professional profiles and creating a pleasant user experience defined by the key requirement of having 90% of the information accessible within 3 clicks while being SEO friendly, leveraging the power of demand generation.

Customer quote: “José de Mello Saúde’s web presence has to be a reflection of its market positioning: dynamic, modern and surpassing our customers’ expectations. The new web and mobile sites are the result of an evaluation of our customers’ preferences and an internal analysis conducted by professionals from various fields. Truewind-Chiron demonstrated the ability to turn our ideas into reality. The usage numbers for the new web sites are overwhelming and clearly show full adoption: in the first 2 months after the go live website visits increased 31% month on month and 60% year on year; appointment requests increased in all the hospitals and clinics by 80% month on month, 57% year on year.” - Luís Cardoso Meneses, Digital Marketing Manager at José de Mello Saúde.

Project Description: The Customer Loyalty System was developed to ensure a more effective and smooth client contact. It is split into two integrated modules, one for Credit recovery (CollectionsBox) and one for CRM (ClientBox). The system was designed to provide an integration layer with Oney’s core financial system so that users could have access to all information with just one click. CollectionsBox supports the full range of management needs for a client’s portfolio including a full transaction log, unpaid status and amounts and credit blockage information. It automates strategic actions for each client segment based on value of debt, type of product, and many other variables. By providing a cost per action report we can determine the most cost effective actions allowing us to fine tune savings strategies. CientBox manages client contacts in both Oney physical stores and in the Oney Call Center. It assures real-time information on financial product position and manages all back-office client requests assuring they are directed to the right department. The application provides an effective registry of all client contacts, actions, requests, and provides managers a complete view on each department down to individual user performance.

Customer quote: “On a system as complex as this, it was predicted that our monthly objectives would not be achieved in the first month of go live. To our surprise, they were not only achieved, but exceeded. In a month CollectionsBox implemented 250,000 actions on clients, including both automatic and manual actions. ClientBox registered over 60,000 calls in our call center and over 20,000 contacts in physical stores. The end result was a giant leap in efficiency and a project that made everyone happy: IT, business users and clients. With these two applications, Oney is well prepared to face its existing and forth coming challenges!” - Cyrille Vivier, Services and Customer Dynamic Director, at Oney.

Project Description: The goal of the RIVER project was to develop a web application to enable RET to provide up to date information to travellers about planned and unplanned disruptions in public transportation in the Rotterdam area. The RIVER project made it possible to efficiently share this information to all travellers via multiple communication channels including the RET website, the national public transport website OV9292, Twitter, SMS, local radio broadcasts and via dynamic information panels at bus and tram stops, in vehicles and in metro stations. Before the introduction of River, the team responsible for sharing travel information had to manually input the information into each different channel. This manual process was inefficient, slow and error prone often resulting in discrepancies between the different information channels resulting in traveller confusion. The RIVER application has increased the speed of communicating enormously: one message can be distributed up to 10 times quicker than in the ‘old’ situation. This means that 1 message is now distributed over all channels within approximately 2 minutes. This is mainly due to the fact that RIVER allows RET to push messages to all channels simultaneously (instead of sequentially).

Customer quote: “Thanks to the new RIVER system RET can respond much more quickly in providing information on disturbances in the timetable. Before RIVER it took an average of twenty minutes to get all the information channels updated with a disruption and with RIVER it now only takes two minutes." - Patricia van Caubergh, Product Manager Travel Information Marketing, Sales & Services Department of RET.