Project Overview
The project aimed to create a modern operational model for OPEKA's support services by restructuring and digitizing critical administrative processes. The goal was to design an integrated architecture for OPEKA’s administrative, support, and front-office operations to improve service efficiency and provide a seamless digital experience to citizens. Key areas of focus included Human Resources, Financial Management, and IT, alongside the management of benefit programs for the Agricultural Welfare Account (LΑΕ).
OPEKA faced several challenges, including fragmented and manual processes across departments, which hindered efficiency and affected the quality of service provided to beneficiaries. The organisation’s outdated systems and workflows were unable to meet the demands of a digital-first environment, impacting both operational efficiency and the experience of the citizens it served.
Our Approach & Solution
The solution to OPEKA’s challenges was a comprehensive redesign of its administrative processes, with a strong focus on simplification, digitalization, and integration. The key steps involved:
Process Mapping & Analysis: A thorough examination of current workflows in HR, Finance, IT, and benefit services to identify bottlenecks and inefficiencies.
Process Optimization & Standardization: Streamlined and standardized workflows to ensure consistent, efficient operations across all departments.
By streamlining processes and embracing digital transformation, the project not only optimized OPEKA's operations but also set the stage for a more efficient, citizen-centered future.
Unified Digital Framework: Designed a cohesive digital architecture to integrate HR, Finance, IT, and front-office services, optimizing system performance and data flow.
Legislative Adjustments: Identified and proposed necessary changes to regulations and laws to support the new operational model.
Digitization & Automation: Implemented automation and digitized data management solutions to replace manual processes, reducing errors and administrative workload.
Employee Training & Support: Provided comprehensive training to ensure staff were equipped to work efficiently with the new digital tools and processes.
Key Results Achieved
The redesign of OPEKA’s administrative framework resulted in significant improvements across the board. Some of the key outcomes include:
Improved Service Efficiency: Streamlined processes resulted in faster processing times and better service quality for beneficiaries.
Increased Operational Agility: Simplified workflows and digital tools enabled staff to focus on strategic tasks, reducing manual work and errors.
Enhanced Citizen Engagement: A user-friendly digital front-office allowed beneficiaries to access services more easily and track their applications with greater transparency.
Long-Term Organisational Benefits: The new, integrated system provided OPEKA with the flexibility and efficiency needed to adapt to evolving service demands and regulatory changes.
