European Union (EU) e-government laws define a clear matrix for government clerks processing citizen inquires. Every time a person requests permission to perform certain property upkeep actions, update their address, request a new ID card, etc., they must follow a specific submission process. All requests must be answered within an established time period.
Citizens should be able to submit requests either by email or an online form. There should also be a way to define multiple POP3 data sources and import messages with SOAP calls.
Government clerks should be able to log in using their LDAP credentials. Multiple LDAP implementations have to be supported: OpenLDAP, Active Directory, Apache Directory Server, Novell eDirectory, Sun LDAP and others, as well as multiple databases: MySQL, MS-SQL and Oracle.
Each clerk should have their own dashboard with the ability to prioritize action requests. Action items that have a fast approaching deadline, along with overdue requests, have to be highlighted so that those items can be addressed first.
Finally, the system had to be in compliance with many government regulations.