New Scaler

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Overview

A public sector organisation with over 100,000 customers across the UK required the integration of many platforms, including vendors/suppliers, price comparison APIs, and financial systems, in order to provide an end-to-end experience that is faster, more secure, and more seamless.

Challenge

  • User interaction across several platforms to complete the order to billing journey. The end-to-end user journey required users to log in to many platforms, which is inefficient.
  • Lack of product/vendor comparison limits the value available to the customer: The user was required to check the prices offered by several vendors and manually compare the prices and other factors before selecting a vendor, which is extremely inefficient.
  • Inadequate security: Multiple sign-ins with multiple credentials result in a few security weak points. Additionally, there is no activity record to monitor and trace in the event of a security breach.
  • Operational cost optimisation.

Approach

  • Identifying where value could be gained from integrating services.
  • Securing commitment from all parties involved to work in an integrated way;
  • Ensuring sufficient capability to implement integration effectively; and
  • Continuous improvement plan to ensure the benefits of integration are sustained.

Integration challenges

  • System’s Diversity and Technology complexity: There is a big variety of software and API architectural styles. Given the fact that every system has its own specific logic, every integration has its unique challenges. When it comes to integrating with multiple platforms, a lot of time, and broad expertise to learn each of the systems is required.
  • Security Risks: Security was the biggest concern. Results of API abuse, such as data breaches and losses, may affect a company’s reputation and finances, not to mention the harm that can be done to the end customers (if there are any).
  • Maintenance and Upgrading: When a connection between the system is established, it is not the end of a story. Strategy to cater to changing needs should be in place to ensure required modification and updates.

Solution

With a dedication to bringing the transformation that Public Sector organisations required, New Scaler began with a discovery exercise to analyse the existing setup, defined goals that aligned with the customer’s business plan, and built a cost-effective solution.

New Scaler implemented the solution keeping in mind:

  • Security by design: Solution was empowered with latest cloud based security technology ensuring end to end access and data security.
  • Network latency: New Scaler gauged the network latency that may slow down the overall process and mitigated it by implementing data compression etc.
  • API integration: through effective configuration and implementation of API management.
  • Data governance: implementation ensuring compliance.

Solution Overview

Outcome

  • Ease of access to various platforms through Single sign on for users to eliminate the need of signing in into separate platforms through the journey.
  • Better user experience through comparison API.
  • Smoother and faster end to end customer journey from selecting the product to billing.
  • Enhanced information and cyber security through latest security by leveraging Azure capabilities.

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