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Accelerating Public Service: The Automation Shift That Future-Proofed a BC Government Agency

Posted on April 30, 2025

The Challenge

The client needed a tool to allow staff to create service requests and guide them through various stages of approval. The system should facilitate the passing of relevant information to an analytics database for reporting. The problem was designing a flexible workflow automation system to handle different approval levels and notification requirements.

The Solution

The AOT team, led by Lead Developer Dinesh Peickal Balakrishnan and Developer Ijeoma Oforeh, addressed the challenge. They implemented the formsflow.ai workflow system that could be customized and integrated with an advanced data processor. The solution facilitated seamless data transfers to the analytics database, making reporting and analysis efficient. formsflow.ai was selected because it was flexible and easy to customize, enabling the agency to expand operations.

One of the most challenging aspects of implementation was figuring out how to synchronize data between the analytics platform formsflow.ai. The initial experiments involved the use of triggers, but they later settled on a background polling approach. This helped the data flow very smoothly across the platforms.

This system was implemented on,

Customer Feedback Forms
Issue Forms
Incident Forms
Limitation of Service Forms

In addition, some internal forms were created to assist operational infrastructure, such as:

Staff Access – Remove Staff
Staff IT Access Request
Service Flow Access Setup

These implementations allowed for the smooth management of citizen services, internal infrastructure requests, and hierarchical approval processes with enhanced accuracy and efficiency.

The Impact

The client actively participated in the development, testing, and deployment stages, highlighting its effectiveness in enhancing processes. By implementing formsflow.ai for workflow management and custom forms, the agency was able to easily adjust to changing service requirements. The improvements in data processing resulted in improved processing time by a great margin, optimizing operations.

The AOT team also initiated the creation of complementary solutions that further became a part of the system and expanded its function. This strategic implementation not only addressed the agency’s immediate needs but laid down a good ground for future improvement in delivering services.