Customer case

An agile service center to develop "e-gov" solutions

Wed 06 Oct 2021

Faced with a high turnover of skills, our client, an IT consulting and development company in the Middle East, wished to set up a service center in order to continue to actively respond to national calls for tenders from various ministries.

The calls for tenders concern in particular the digitalization of numerous customer paths in the field of health (e-health), or social affairs (e-compensation).

The challenge for our client is twofold:

  • To remain the reference on this type of tender while continuing to be competitive,
  • To expand its activities on the African market.


By actively listening of the customer's needs, we were able to structure our approach of accompaniment in order to recruit the necessary competences and to launch the activity: 

  • Identification of the profiles and skills required and recruitment of several developers and qualification engineers, as well as an experienced Product Owner 1,
  • Setting up an integrated organization with our client's remote teams:
    • Operation in SCRUM agile methodology
    • Deployment of the agile tools of the Atlassian suite (Jira/Confluence) to manage all the user stories 2 and the backlogs (3) produced.
    • The product owner manages the writing of all the user stories, the implementation of the "demos" and is the customer’s reference for the follow-up of the development progress.

As part of this new service center, our teams have enabled the launch of several services:

  • Development of a mobile application and a web portal to complete the e-health offer of the Ministry of Health for local health centers: this solution allows to manage appointment scheduling, follow-up of patient files etc... and is directly interfaced to the existing EMR core (Electronic Medical Report).
  • Creation of a complete CRM layer for the Ministry of Social Affairs in order to manage state subsidies on common consumer products (e-compensation) with:
  • A part dedicated to the ministry for the management and follow-up of the files
  • An internet portal to allow beneficiaries to submit their reimbursement demands, follow the progress, make a claim...
  • Development of several mobile applications:
  • Management of waiting lines in shops during the crisis for the Ministry of Health,
  • Management of damaged cars (follow-up of expertise, car repairs...) for insurance services.


The implementation of the service center has allowed our client to:

  • Guarantee and increase its production capacity,
  • Remain competitive on the local market,
  • Manage the fluctuations of activities in the best way,
  • Benefit from the skills and commitment of our employees.

Over one year, our service center developed and tested 330 User Stories in about 30 sprints.

1. The Product Owner (PO) is a project manager in agile mode. He is in charge of satisfying the needs of the customers by delivering a quality product. He serves as an interface between the technical team, the marketing team and the customers.

2. A user story is a simple description of a need or expectation expressed by a user and used in software development and new product design to determine the features to be developed.

3. The backlog is a term widely used in the Scrum method, and within other Agile methodologies, and represents the list of features that remain to be done to develop an IT product or service.