01
Context
The ministry processes tens of thousands of permit and certificate applications every year. Applicants had to travel several times to central or regional offices to submit, complete and collect their files.
02
Challenge
Paper files moved between several departments, making tracking difficult and processing times unpredictable. Cash payments made revenue hard to trace.
The solution had to work for urban and rural users, on computers and phones, with variable connectivity.
03
Solution
KaySolutions designed a one-stop window accessible on the web and on mobile, where users can submit an application, upload supporting documents, pay by mobile money or bank card and track the progress of their file.
Behind the scenes, a case management system orchestrates processing between departments, with integrated document management and an audit trail. Assisted access points were set up in regional offices.
04
Results
- 21 → 4 daysaverage processing time
- 70%of applications submitted online after one year
- 100%of payments traced electronically
- 12procedures taken online
The ministry plans to extend the platform to other procedures and connect it with partner administrations.