Case Studies Government-Funded Consumer Complaint Agency

Government-Funded Agency

DataMotion utilizes the DataMotion Platform, DataMotion Secure Email Automation, DataMotion Forms and DataMotion Secure Managed File Transfer to Automate Secure, Encrypted Data Exchange Across their Organization.

Email Encryption
Public sector
Secure Forms
team sharing data with a computer

Background

A national consumer‐complaint agency funded by a European country’s government (unnamed for security reasons) processes more than 1.5 million complaint cases a year via the Internet and phone. The agency counsels consumers via the phone and internet in an effort to help citizens resolve disagreements with suppliers of goods or services.

 

Challenges

  • Encryption of complaint data
  • Implementation and administration
  • Integrating telephone and website complaints/manual processes
  • Stringent security audit requirements
  • Overtaxed IT department

Consumers post high volumes of complaints through forms on the agency’s website or relay their dissatisfactions via the phone. Inbound feeds come from sixteen different locations. These cases contain confidential and personally identifiable information. Many of the case details must be sent to local and federal authorities as well as trading partners. All of this must be accomplished within a secure, protected environment. Interacting with these disparate computing environments makes exchanging information difficult. All these requirements overtax already pushed‐to‐the‐limit IT infrastructures. Adding to the situation’s complexity, information must to be turned around in a timely fashion in order to ensure a high customer satisfaction rating.

 

The Solution

DataMotion's Platform

The consumer‐complaint agency decided to take advantage of the DataMotion unified platform which conforms to Micosoft’s .NET and Web services API standards. The agency implemented several key applications on the unified platform: including DataMotion secure email automation, secure managed file transfer and secure forms.

“We were attracted by the apparent power and simplicity of the DataMotion solution,” – IT consultant representing the agency.

 

Secure Email

Secure email enabled the agency to have full control over all messaging in a safe and trackable environment.

Secure Forms

Secure forms automates XML transformation so the agency can share information with different kinds of computers, apps and organizations.

Results

  • Standards-based applications quickly integrated into existing ecosystem
  • Received $5 of value for every dollar spent
  • Agency can easily, securely exchange email, files and forms between disparate computing environments
  • High scores on external security audit due to military-grade encryption
  • Customer satisfaction ratings now over 90%
  • Completed webforms are quickly and securely routed into the appropriate department back-end system, eliminating manual input
  • Easy to grow, provision, administer and support due to cloud-based unified platform
  • All exchanges are tracked and reportable

“We were able to offer a secure, flexible environment, “ – Bob Janacek, DataMotion CTO

“Thanks to DataMotion solutions, the trading standards officers will now be able to concentrate solely on tackling high‐level cases of fraud and counterfeiting,” – agency spokesperson.

Data graphics and buildings

“We have engaged DataMotion at my company for data transfers. The platform's file transfer solution enables us to securely transfer files between different sites, ensuring that sensitive information is not compromised during the transfer process. It also offers us a robust and secure messaging solutions that allow team members and clients to collaborate in a secure manner.”

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Sarah Williams
Software Engineer Information Technology & Services

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