Camunda > 实例探究 > 使用 Camunda 建立信任并减少耗时任务

使用 Camunda 建立信任并减少耗时任务

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公司规模
Large Corporate
地区
  • Europe
国家
  • Switzerland
产品
  • Camunda BPM Engine
  • Portal solution
  • ForgeRock IAM platform
技术栈
  • Angular
  • REST API
  • ForgeRock OpenDJ
实施规模
  • Enterprise-wide Deployment
影响指标
  • Cost Savings
  • Productivity Improvements
  • Customer Satisfaction
技术
  • 应用基础设施与中间件 - API 集成与管理
适用行业
  • 城市与自治市
适用功能
  • 商业运营
用例
  • 过程控制与优化
  • 远程协作
服务
  • 系统集成
关于客户
卢加诺市是瑞士南部意大利语区提契诺州的一个地方政府机构。它是欧洲最具前瞻性和数字化程度的地方政府机构之一。通过其公民门户,超过 67,000 名居民可以直接与当地政府互动。卢加诺市的长期愿景是提高生活质量、提供更好、更可持续的服务并改善治理。它实现这一目标的方法之一是提供易于访问、始终可用、用户友好且透明的数字服务。
挑战
瑞士卢加诺市是当地政府机构,旨在通过提供易于访问、始终可用、用户友好且透明的数字服务来提高生活质量、提供更好、更可持续的服务并改善治理。他们希望让所有客户(无论是公民、游客还是企业)都能触发并积极参与业务流程。然而,他们需要一个强大且可扩展的解决方案来实现这一目标。他们评估了市场上的三种不同解决方案,但最终选择了 Camunda。
解决方案
卢加诺城以执行业务流程的 Camunda BPM Engine 为中心构建了一个门户解决方案。Camunda 协调与存储数据的后端信息系统以及第三方服务(如 PSP 服务)的交互。客户可以通过在 Angular 中实现的自定义 Web 应用程序与门户进行交互,并通过 REST API 访问流程引擎。卢加诺城实施了专用 UI,为客户提供桌面和移动设备上的无缝企业品牌体验。管理人员使用开箱即用的 Camunda 任务列表与业务流程进行交互,该任务列表可以进行自定义,以便用户专注于各自的职责。身份和访问管理功能是在 ForgeRock IAM 平台上实现的,Camunda 依靠 ForgeRock OpenDJ 组件来管理用户和用户组。整个堆栈完全冗余,在两个不同的数据中心运行,Camunda 配置为使用共享实时复制数据库的流程引擎集群。
运营影响
  • 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.
  • 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.
  • 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.
  • The adoption of BPMN as a language to model business processes has defined a common ground for highly efficient discussions with process owners. This has helped speed and improve quality in the analysis phase, reducing the implementation and deployment time for new business processes.
数量效益
  • Reduced the time for specific administrative tasks and related costs by 90%
  • Increased the number of online applications for citizens’ certifications by 70%
  • 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.
  • The summer camp registration service has cut administrative duties by 60%.
  • The number of certificates (residence, family, etc.) obtained online has increased by 70%, reducing waiting time at the city front desk and freeing front desk staff for other activities.

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