Case study - Service-request platform with explicit state logic

Starting point

Service requests reached the team through several channels and were then distributed manually. Ownership rules differed by request type, and reporting drew on diverging datasets. Reliable evaluation was only possible with rework.

The task

A central platform for the intake, assignment, and processing of service requests. Existing back-end systems had to remain connected. Reporting needed to be derived from the same dataset as the case work itself.

Key architectural decisions

Approach

We began by describing the request types with their states and transition rules, and derived the workflow engine from that model. It carries every request from intake to completion. Routing assigns a request by channel, request type, and ownership, and can be adjusted through configuration as responsibilities change.

Integrations with the existing systems follow explicit data contracts that define fields, formats, and error cases for both sides. Case work and reporting read from the same dataset, so figures on the state of work come straight from the logged status changes and every number in a report traces back to specific cases.

Status and handover

In productive operation. Handover documentation, workflow description, and interface catalogue are with the client. Extensions are managed through a prioritised backlog with shared review meetings.