In Chile, Law N° 19.882, of June 23rd, 2003, created the National Agency of Civil Service (DNSC in Spanish), entrusting it with the mission of providing the Chilean government with professional management and coordinating policies to promote the strategic management of the State’s Human Resources.

However, the agency, with over 200 employees, used technologies that did not seem suitable for the pursuit of its objectives. E-mail and some office solutions (such as Word or Excel) were the main technological tools. To achieve its objectives fully it was necessary to enhance communication with the community at large.

That’s why, in 2006, Technologies & Solutions Ltda. was chosen to update the DNSC’s web site, which needed a system to administer the portal as well as the development of the OIRS system (Information, Claims and Requests Office) to enable the implementation of a workflow of the requests presented by the community.

The objectives of the update were clear. On the one hand, the portal needed to have control with strong tools that would enable content management and facilitate the participation of non-technical users. On the other hand, there was the objective of developing the OIRS, a service that would enable citizens to connect with the various public offices, improving both service quality and levels.

However, this modernization presented an important challenge which was, precisely, facing the fear of change while ensuring that the real user needs would be met. The solution for both challenges consisted basically in presenting prototypes of the application in order to make the change gradually while both formal and content needs found a solution.

The project presented by Technologies & Solutions Ltda. was ideal and in less than 3 months the portal and OIRS tool development was completed. The solution consists basically of two components. First, the web portal developed with GXportal 4.2, that runs on Linux using DB2 and whose success is based on a feature to easily publish and manage contents such as contests for public posts. On the other side the OIRS portal, developed under GeneXus 8.0, implements the OIRS workflow,using Java Linux and Postgres/SQL technology.

“The most important thing is that content publishing times are now much lower; we improved substantially communication with our community which was a priority objective”, stated Pablo Cespedes, IT manager of the Civil Service.