A mid-sized municipality
Citizen service and archive digitisation
Telephone and digital citizen service plus archive digitisation, procured under the Código dos Contratos Públicos, on an onshore-only model.
Case facts
- Delivery model
- Onshore Portugal
- Variant
- pt-PT
- Team
- 14 people, Portugal
- Time to launch
- 10 weeks, including the procedure
The problem
In-person service absorbed requests that could be handled by phone or online, and the paper archive made every lookup a manual process. The tender required EEA data residency and verifiable digital accessibility.
What we built
An onshore team for European Portuguese service and a digitisation core with indexing. Accessibility testing runs against concrete WCAG criteria, with reporting per criterion.
Compliance
Onshore only. We do not exercise public authority functions and administrative decisions remain the council's.
Results
- people across service and digitisation
- 14people across service and digitisation
- requests diverted from the counter
- 38 %requests diverted from the counter
- per-criterion reporting, not a generic statement
- WCAGper-criterion reporting, not a generic statement
- data residency
- EEEdata residency
They flagged what they could not meet during clarifications. It saved both sides time.
Let us look at the numbers for your case
Tell us which processes you want to outsource, in which languages and at what volume. We come back with a euro estimate and an operating design, with no commitment.
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