Design of the Technological Solution for the PSIS Service
Open Administration of Catalonia (AOC)
The airline's online ticketing portal was in the midst of a digital transformation process. The objective was to streamline processes and optimize the knowledge management of the teams.
One of their main concerns was to reduce the possible steps to facilitate cross-selling, or to prevent fraud in an efficient manner. To specify the definition of the business rules scattered among different systems and without well-defined owners.
The customer's objective was threefold:
To identify and classify the options associated with ticketing;
To establish a methodology for the management of these options
And finally, to find a tool that would allow it to manage them efficiently.
The main challenge of the consultancy was to find and analyze a set of more than 800 options related to the ticketing process spread across multiple heterogeneous systems.
The coordination between the business team, owner of the rules, and the systems department, responsible for the operation of the tools, was the second challenge of the project.
The project addressed the problem with three lines of work:
A technological analysis of the systems for the survey and the identification of different options
The definition of a methodology for knowledge management in accordance with the principles of the agile model implemented in the organization.
A market study to identify the tool that best suits the business needs and with which to build a pilot test.
The successful implementation of the knowledge management office made it possible to limit the volume of valid business rules to less than 400, thus facilitating their management. In addition, the new methodology empowered business managers to take ownership of the rules for which they were responsible.
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