A public employment service needed to transform its service model from a traditional face-to-face system to an accessible, comprehensive and user-centered digital environment. The challenge involved not only technology, but also organizational change, adoption management and support for citizens and companies through a new virtual channel.
We develop a comprehensive virtual office, from diagnosis to implementation and evolution, in several key phases:
- Strategic diagnosis of the organizational, operational, relational and technological model.
- Design of the virtual service model, aligned with face-to-face service.
- Development of a complementary app to the web, to expand access to all services from anywhere.
- Pilots with Artificial Intelligence technologies to improve automation and user experience.
- Change management, accompanying staff and users in the transition to the new digital ecosystem.
We transform a face-to-face employment service into a comprehensive virtual office, with app, AI and personalized support, putting the user at the center of an accessible and sustainable digital experience.
- User-centered approach, from design to support.
- Strategic alignment between face-to-face and digital service.
- Development of a functional and accessible app, connected to the web.
- Technological innovation applied with AI and pilot tests.
- Effective change management, ensuring adoption and sustainability of the model.
