a citizen-based service
Consulate of Colombia in ChicagoThe Challenge
A foreign government agency in Chicago, sought to integrate a strategic partner to improve the service to its associates and digitize the consulate services experience of Colombian citizens abroad.
We developed their website and integrated an appointment reservation system, an information system for each procedure, a system for collecting information from users for the publication of news and notifications. We designed and built the internal network and satellite offices for them when they had mobile consulates. We also implemented communication tools with Colombian government entities (social security administration, state department, foreign missions directorship, presidency) to send and receive information.
A significant decrease in the rate of people arriving with incomplete or missing documents since the information for their procedures was now online. Also the number of people who needed to call to request information on procedures decreased. The management of citizen procedures went from 2 hours to 10 minutes, increasing customer satisfaction.