Current

Innovative Web App for Government Systems

built by Redwerk from the ground up

C!A
C!AKansas City, MO, United States

C!A helps systems of government improve production capacity, gain operational efficiency, and deliver better customer service faster and at a lower cost. C!A achieves this by using innovative and well-proven tech solutions to tackle government challenges.

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Product Development

Following C!A’s product vision and expertise in the government sector, we built Current – a robust web app with the functionality fully customizable to the needs and internal workflows of each government agency.

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E-Government

Redwerk helped C!A develop an innovative web app for processing citizens’ requests within a range of state-administered programs in the USA. The app is designed for users with different roles and offers built-in analytics for tracking case progress.

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Challenge

Our biggest challenge was to build a fully-functioning product with robust functionality that can be easily customized to the needs of government agencies across the USA. Realizing how ground-breaking this solution can potentially be, we felt immense responsibility to deliver the highest quality app within the set timeframe. We were inspired by C!A’s mission to impact the lives of millions of people dependent on various state-administered programs and took on the challenge.

Current was designed to enhance C!A’s business process redesign services by enabling human services agencies to leverage the benefits of modern technology. Current was meant to help welfare divisions across the country address such common issues as case overload, cumbersome workflows, and outdated computer systems. With built-in analytics and ability to aggregate data from multiple access points (lobby, call center, processing center), this app provides human services leaders with real-time insights. With Current, they can instantly see how quickly clients are being served, where the backlogs are developing, and where the staff should be reassigned.

Undeniably, projects of this scope and complexity require the expertise of several stakeholders. We were lucky to work alongside 10th Magnitude, a leading cloud solution provider recently acquired by Cognizant. The 10th Magnitude team has laid the foundation for the web platform by sharing their vision of the software architecture and overall infrastructure.

On our end, we contributed to developing the platform’s business logic, factoring in the product vision of key stakeholders. Before that, we needed to comprehensively understand what stands behind each feature and what problem this particular functionality is meant to solve. So we dived deep into everyday use cases and workflows of US-based public service providers, studying different user roles and going through respective user stories. Only by putting ourselves in the users’ shoes can we bring real value and suggest efficient ways of implementing a certain functionality.

While developing the app, we also had to keep in mind that numerous users would use Current simultaneously; therefore, we had to think through possible ways to optimize its performance.

Last but not least, e-government solutions like Current require strict adherence to the industry standards. Making the app accessible for a broader range of people with disabilities was one of the compliance regulations we needed to implement.

Solution

Working closely with the C!A team and leveraging the insights contributed by 10th Magnitude, we managed to develop Current – a powerful web app for processing citizens’ requests within a range of state-administered programs in the USA. With this app, government agencies can deliver public services in an innovative and much more efficient way.

As for the tech stack, it was clear from the very beginning. 10th Magnitude being a part of Cognizant Microsoft Business Group and Redwerk as a Microsoft Partner couldn’t but capitalize on the power of Microsoft Azure. With more than 100 Azure services supporting .NET natively, we didn’t have any trouble finding the solutions we needed. For instance, Azure Application Insights perfectly satisfied the need in monitoring application health whereas Azure Blob Storage allowed us to implement the Case Import feature. Designed for public servants with different areas of responsibility, Current required conditional access, and that’s exactly what we achieved with Azure Active Directory.

Here is a condensed overview of the Current app functionality we developed from scratch:

  • Add Case: allows adding a case to an appropriate queue with all the essential information about the citizen and the program they apply for. This module also has a difference in features depending on the channel used to register the case: face-to-face, phone call, non-lobby, and pre-triage.
  • Search Case: enables fast access to cases through advanced filtering options. You can sort cases by the organization level, received, claimed, or completed date, triager’s name, case status, case queue, citizen’s first or last name, household ID, among other options.
  • Waiting Cases: provides an overview of all the cases that haven’t been processed and assigned to a worker. This tab contains the same search functionality as the Search Case module, yet the search is limited to the cases with the waiting status.
  • Planning: contains sub-tabs Critical Threshold and Mission Assignment. The former allows setting different assessment parameters, such as longest and average wait, for each queue. Mission Assignment is critical to the right allocation of cases to workers. Depending on the missions assigned, each employee will receive only those cases perfectly matching their skill sets and areas of responsibility.
  • Reports: allows generating various types of reports to monitor a range of performance aspects, such as average completion rate, average time spent on closing cases, utilization, attendance, and other metrics. The reports can be filtered by type, date range, and organization level.
  • Case Import: enables adding cases to the app by uploading respective spreadsheets (in .xlsx and .csv formats). Each spreadsheet can contain numerous cases. This module also has an option to back out the import should the user attach an irrelevant file or a file with a mistake.
  • Dashboard: is further subdivided into Worker Dashboard and Management Dashboard. Workers’ widgets display all the essential data on case completion rate, the number of assigned and paused cases, and other performance outcomes and targets. Managers, in their turn, get to visualize queue health, monitor active and idle workers, and distribute cases based on the current status quo.
  • Settings: enable adjusting setups of the app core features. Government agencies can customize their organization hierarchy, view what users have planning rights, grant and revoke permissions, tailor programs, activities, and access points to their unique workflows, create or remove queues, and tweak reporting to their liking.

We also made Current ADA compliant by following Web Content Accessibility Guidelines 2.1 (WCAG) and Section 508 of the Rehabilitation Act. We ensured all non-text elements have alternative descriptions; there’s sufficient contrast and an on-screen indication of the current focus; content is readable without stylesheets, among other features, fully optimizing the app for assistive technology.

To warrant the high quality of ADA solutions we delivered, we used JAWS, the world’s most popular screen reader to thoroughly test every interface.

Result

With a consolidated effort of the C!A and Redwerk teams, an innovative e-government solution was born. Current is not just a web app for processing citizens’ requests; it’s a powerful platform with the functionality meticulously designed by award-winning change agents – public servants by experience and at heart. So far, government agencies in Alaska, Nevada, Hawaii, Mecklenburg, Washington, and Los Angeles have successfully integrated Current into their inner workings, and more contracts are coming. We managed to build a positive rapport with C!A, win their trust, and use our expertise to help them transform government systems through the right tech solutions. We are proud to have such a partner and keep working together on developing new features and enhancing the app performance.

Awarded

IBM Silver Business Partner

California Multiple Award Schedules Contract

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6

gov agencies using the app

100%

ADA compliant

100k+

lines of code

20k+

man-hours

13

people in team

Redwerk Team Comments
Olga

Olga
Developer

I can’t help but mention the amazing work experience with the C!A team. I found it really productive to work in such close contact, be aware of all the business processes, and help people resolve their issues. At C!A, they are very supportive and responsible and genuinely passionate about what they do. In such a committed collaboration, we managed to solve numerous challenges. One of them was, for example, an automated process for tracking policy deadlines and pending tasks that should be processed in time to guarantee that every person will get their help. It’s a great pleasure for me to be a part of this project.

Simon

Simon
QA Engineer

I find the C!A project truly enriching, especially considering the sphere it touches. I’m thrilled to have an opportunity to contribute to this socially significant solution with such impressive functionality. Our team solved multiple complications during project implementation, and the one that I’d like to mention is the Reports section. It was quite a challenge, since C!A had releases in multiple states that had their unique requirements of what they wanted to see in reports. Thus, we had to tailor the report logic and calculations to meet those requirements and combine all of them in the way they could live in peace with each other. The most inspiring thing in this process was, of course, people. I cannot count all the collaborative brainstorming sessions we had during our technical meetings and the amount of support and understanding the C!A team shared – a fascinating experience indeed.

Cia

Cia

Cia

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