The Argentine Ministry of Production
The Argentine Ministry of Production oversees national country wide policies regarding business activities of the industry economy, mining, international trade and the small and medium sized-enterprise sector. Its mission is to create and improve the quality of jobs in the country, promoting trade and developing Argentina’s economy.
The CHALLENGE
Prior to digitalisation needs accelerated by COVID, the Ministry of Production ran core operations on a system whose workflows were primarily designed for face-to-face interactions. An imperative for a digital transformation agenda gained momentum as citizens’ needs became more demanding.
Ministry officials were faced with internal and external challenges:
- Internally they wished to organise, centralise and structure information related to communication and attention processes. These improvements needed to consider the sensitivity of data, ensuring its security, integrity and confidentiality.
- Externally the Ministry wished to establish an entirely new digital public services platform, reinforced with new communication tools. This aimed to consolidate its communication processes in such a way as to present a centralised organisation with communication policies, information management procedures and robust security guidelines.
The SOLUTION
Cuantic’s multi-organisation CRM system with government specific modules allowed processes from all areas within the Ministry to be successfully migrated, applying redesign wherever necessary to achieve operational consolidation of activities.
- Internally, data now flows in a structured, centrally controlled manner between authorised channels, following all guidelines and security measures enforced by the Ministry.
- System interfaces with satellite tools were established, assuring information was up-to-date across national databases consistently and automatically.
- Externally, the implementation of Cuantic’s ‘Self-Management Portal’ module has provided individual and organisational profiles for authorised users. These profiles present any pending cases, all relevant documentation and access to a complete history of interactions with the Ministry.
- Cuantic’s ‘Contact Centre’ and ‘Call Centre’ modules established call centres, emails and chatbots that allow for direct contact between citizens, organisations and Ministry officials through these secure channels.
- A mobile friendly platform allows for broader access to initiatives, bettering public perception and higher performance levels.
The growth of CRM user cases in the Ministry continues day to day, with new processes continuously defined and developed as they arise.
