The problem
Citizens queued for hours in person for information that required no in-person presence, and many had stopped calling because the phone channel did not work. The agency needed to rebuild trust in a contact channel while handling citizen data under Ley 172-13, including Haitian Creole for migrant-population services.
What we did
- Rebuilt phone-channel reliability and added scheduling and document-status services
- Added Haitian Creole for migrant-population services
- Established a data-protection lead within the account under Ley 172-13
- Shifted information-only visits away from in-person queues
Results
In-person information-only visits fell 78% as the phone channel became reliable again, thousands of monthly interactions moved to remote channels, and the operation recorded zero data-protection incidents. Rebuilding the habit of calling took longer than building the capacity to answer. Full metrics are in the downloadable portfolio.
Figures relate to the period stated and were provided by the client. They depend on that client's starting point, so they are not a forecast for another operation.
Citizens had stopped calling because calling did not work. Rebuilding that habit took longer than building the capacity to answer it. Both were worth doing.
What stayed in place
The multichannel citizen-service model and the Ley 172-13 data-protection design are now the agency's standard, and the Haitian Creole capability serves a population the agency had previously struggled to reach.