IT support desk
Requests from staff, the devices they use, and how the support team is doing.
- Tickets from request to resolution
- A register of devices
- Team performance
Internal systems
One portal. Every staff app behind it.
A single front door for staff, and the apps a large organization runs on. One login opens all of it, and the org chart decides who sees what.
- One login for every app
- Permissions that follow the org chart
- Arabic first, in both languages
The apps
What sits behind the portal.
Each app stands on its own and shares the same login, permissions and search.
- 1Opened by a staff member
- 2Assigned to the right person
- 3Worked and updated
- 4Resolved and closed
Electronic forms
The forms an organization runs on, filled in and kept online instead of on paper.
- Forms filled in from the portal
- Records kept in one place
- Arabic and English
Contracts and agreements
A register of contracts and agreements, with search inside the documents themselves.
- Full-text search inside each document
- Details suggested on upload, then approved
- One register for the whole organization
- 1The document is uploaded
- 2Its basic details are suggested
- 3A person checks and approves
- 4It's searchable by its text
Performance indicators
KPIs tied to the org chart, with tasks that cascade down it.
- Indicators per unit, on the org chart
- Tasks assigned one level down
- Accepted only by the unit that assigned them
- 1A unit assigns a task one level down
- 2The team below works on it
- 3It reports back
- 4The assigning unit accepts it
Beneficiary services
The public side: complaints, suggestions and information requests, followed through.
- Complaints, suggestions and information requests
- Nafath sign-in for the public
- A separate door from staff sign-in
Collections and rare items
Holdings and the requests for them, with help matching one to the other.
- A record of holdings
- Requests for holdings
- Help matching a request to a holding
Photo and oral-history archives
Photographs and recorded interviews, described, searchable and reviewed.
- Weak photo descriptions flagged for a person
- Interviews transcribed into timed text
- Text a person can correct and search
- 1The recording is added
- 2Speech becomes timed text
- 3A person corrects it
- 4It's searchable
Permissions
Access follows the org chart.
The org tree decides who can see and direct work underneath them. Extra rights are data: each app declares its permissions, and they're bundled into access profiles.
- Managers see the work of the units under them
- Access profiles bundle the rights an app declares
- Every change to access is recorded
AI in the apps
AI where it saves time, and a person approves.
The AI step is one stage of the process, and a person approves the result.
Contracts
On upload, the system suggests the document's basic details. A person approves them.
A person approvesPhoto archive
Descriptions that are too thin to find a photo by are flagged for someone to improve.
A person approvesRare items
A request is matched to the holdings that may answer it.
A person approvesOral history
Interviews become timed text, then a person reviews it.
A person approves
Questions we hear
Do all the apps share one login?
Yes. One backend with identity and single sign-on sits behind the portal and every app.
Can the public use some of it?
Yes. Beneficiary services are a separate door for the public, with Nafath sign-in.
Do we have to take every app?
No. Each app stands on its own and joins the same backend when it's added.
Running a large organization on paper and email?
Tell us which processes hurt most. We'll show how they'd look in one portal.