Public administration — case-handling platform
Digitisation of a public-facing service, designed to remain usable on unstable connections and outside the capital.
- Reference
- KP-2023-005
- Sector
- Government and public administration
- Country
- Mali
- Year
- 2023
- Duration
- 11 months
Data entry that survives the outage, schematic
- 01Entry at the desk
- The officer records the case in front of the applicant. That is the only moment the data can be checked with the person it concerns.
- 02Degraded mode
- Entry continues without a network. An application that demands a connection turns every outage into a queue at the counter.
- 03Synchronisation
- On recovery, entries go up and conflicts return to the officer who created them, never to an automatic rule.
- 04Case file
- The file carries its status, its date and the officer behind every change. That is what makes a delay something one can stand on.
- 05Internal hosting
- The application is served from the administration’s own infrastructure. No applicant data leaves its perimeter.
- 06Partitioning
- Identity data and case data kept apart. Access to case tracking does not grant access to who the applicants are.
- 07Status log
- Every status change is recorded with its author. A log nobody reads back only serves after the fact.
01
The context
Processing relied on paper registers and a shared spreadsheet. Delays could not be measured, files were lost between departments, and users had to travel to learn the status of their request. Regional counters had intermittent connectivity.
02
The mission
Design a submission and tracking platform, migrate the usable history, and train regional counter staff to operate it day to day.
03
The architecture
An application served from the administration's own infrastructure, with a data-entry mode that tolerates loss of connection and synchronises on recovery. Strict separation between identity data and case data. Every status change is logged, with the officer who made it.
04
Delivery
Rolled out in waves, starting with two pilot counters chosen for the difficulty of their connectivity rather than their convenience. Operating procedures and architecture documentation were delivered and tested before general rollout.
05
Results
Users track their request without travelling, the administration measures its own processing times by stage, and regional counter staff operate the platform without permanent assistance. The code and documentation belong to the administration.
06
What we take from it
A public digital service is validated on the worst-connected position, not on the one at head office. Choosing pilots for their difficulty surfaces in the first month what would otherwise surface in the twelfth.
Results
- 9
- Counters deployed
- 11
- Months of programme
- 100 %
- Code and documentation handed to the client
Technologies
- PostgreSQL
- Keycloak
- Grafana
- Proxmox
Solutions concerned
Why some clients are not named here
We design security systems and information systems for organisations whose public exposure is an operational risk. The discretion we apply to their projects is the discretion we will apply to yours. Identities, architectures and contractual documents are shared with an identified organisation as part of a pre-qualification.