Camunda Case Studies Building Trust and Reducing Time-Intensive Tasks with Camunda

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	Building Trust and Reducing Time-Intensive Tasks with Camunda Camunda

Building Trust and Reducing Time-Intensive Tasks with Camunda

Camunda

Technology Category	Application Infrastructure & Middleware - API Integration & Management
Applicable Industries	Cities & Municipalities
Applicable Functions	Business Operation
Use Cases	Process Control & Optimization Remote Collaboration
Services	System Integration
Challenge	Città di Lugano, a local government agency in Switzerland, aimed to increase the quality of life, provide better, sustainable services and to improve governance by providing easily accessible, always available, user-friendly and transparent digital services. They wanted to enable all customers, whether they be citizens, visitors or businesses, to trigger and actively participate in business processes. However, they needed a robust and scalable solution to achieve this. They evaluated three different solutions available on the market, but ultimately chose Camunda. Read More
About Customer	Città di Lugano is a local government agency in southern Switzerland’s Italian-speaking Ticino region. It is one of the most forward-thinking and digitized local government agencies in Europe. With its citizens’ portal, more than 67,000 residents can interact directly with the local government. Città di Lugano’s long-term vision is to increase the quality of life, provide better, sustainable services and to improve governance. One of the ways it does this is by providing easily accessible, always available, user-friendly and transparent digital services. Read More
Solution	Città di Lugano built a Portal solution centered around the Camunda BPM Engine executing business processes. Camunda orchestrates the interaction with back-end information systems, where data is stored, and third-party services like PSP services. Customers can interact with the Portal, through a custom web application implemented in Angular, accessing the process engine through the REST API. Città di Lugano implemented a dedicated UI to provide customers with a seamless, corporate-branded experience on desktop and mobile. Administrative personnel interact with business processes using the out-of-thebox Camunda Task List, which can be customized so that users can focus on their respective responsibilities. Identity and access management functionality is implemented on top of ForgeRock IAM platform, with Camunda relying on a ForgeRock OpenDJ component for managing users and user groups. The full stack is completely redundant, running in two different data centers, with Camunda configured as a cluster of process engines using a shared, real-time replicated database. Read More Log in to view content
Contents

Technology Category

Application Infrastructure & Middleware - API Integration & Management

Applicable Industries

Cities & Municipalities

Applicable Functions

Business Operation

Use Cases

Process Control & Optimization

Remote Collaboration

Services

System Integration

Challenge

Città di Lugano, a local government agency in Switzerland, aimed to increase the quality of life, provide better, sustainable services and to improve governance by providing easily accessible, always available, user-friendly and transparent digital services. They wanted to enable all customers, whether they be citizens, visitors or businesses, to trigger and actively participate in business processes. However, they needed a robust and scalable solution to achieve this. They evaluated three different solutions available on the market, but ultimately chose Camunda.

About Customer

Città di Lugano is a local government agency in southern Switzerland’s Italian-speaking Ticino region. It is one of the most forward-thinking and digitized local government agencies in Europe. With its citizens’ portal, more than 67,000 residents can interact directly with the local government. Città di Lugano’s long-term vision is to increase the quality of life, provide better, sustainable services and to improve governance. One of the ways it does this is by providing easily accessible, always available, user-friendly and transparent digital services.

Solution

Città di Lugano built a Portal solution centered around the Camunda BPM Engine executing business processes. Camunda orchestrates the interaction with back-end information systems, where data is stored, and third-party services like PSP services. Customers can interact with the Portal, through a custom web application implemented in Angular, accessing the process engine through the REST API. Città di Lugano implemented a dedicated UI to provide customers with a seamless, corporate-branded experience on desktop and mobile. Administrative personnel interact with business processes using the out-of-thebox Camunda Task List, which can be customized so that users can focus on their respective responsibilities. Identity and access management functionality is implemented on top of ForgeRock IAM platform, with Camunda relying on a ForgeRock OpenDJ component for managing users and user groups. The full stack is completely redundant, running in two different data centers, with Camunda configured as a cluster of process engines using a shared, real-time replicated database.

Impact #1	The benefits of adopting Camunda have been swift and far-reaching. Within just 100 days of launching the Portal, more than 3,500 customers registered to use the user-friendly service.
Impact #2	Città di Lugano’s customers can now access digital services through a simple, always available web Portal that gives them full visibility into the progress of their request.
Impact #3	This has increased the transparency and accountability of Città di Lugano, which, as a side effect, has improved the level of trust between citizens and the public administration.

Impact #1

The benefits of adopting Camunda have been swift and far-reaching. Within just 100 days of launching the Portal, more than 3,500 customers registered to use the user-friendly service.

Impact #2

Città di Lugano’s customers can now access digital services through a simple, always available web Portal that gives them full visibility into the progress of their request.

Impact #3

This has increased the transparency and accountability of Città di Lugano, which, as a side effect, has improved the level of trust between citizens and the public administration.

Benefit #1	Reduced the time for specific administrative tasks and related costs by 90%
Benefit #2	Increased the number of online applications for citizens’ certifications by 70%
Benefit #3	The job application service has reduced the time for administrative tasks and related costs by 90% -- which corresponds to one full-time position in the department.

Benefit #1

Reduced the time for specific administrative tasks and related costs by 90%

Benefit #2

Increased the number of online applications for citizens’ certifications by 70%

Benefit #3

The job application service has reduced the time for administrative tasks and related costs by 90% -- which corresponds to one full-time position in the department.

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Overview

Building Trust and Reducing Time-Intensive Tasks with Camunda

Operational Impact

Quantitative Benefit