Unified Service Desk for the IT Center on on ELMA365

The main goal of the project was to establish a unified digital ecosystem for IT service management at the Center for Information Technologies (CIT), improving service quality, operational efficiency, and transparency.

Key objectives:

• Centralize IT support requests from multiple communication channels in a single system.

• Automate request classification, routing, and SLA monitoring to reduce resolution times and prevent lost requests.

• Provide subordinate organizations with a self-service portal for submitting and tracking requests.

• Improve management visibility into IT operations, staff workload, and service performance.

• Streamline project management, including resource allocation, budgeting, and timeline control.

• Digitalize electronic document workflows and integrate them with government information systems.

• Reduce implementation and maintenance costs through a flexible low-code platform.

2025

Request processing time was reduced by 40%: average incident resolution dropped from several days to 3–5 hours. SLA compliance reached 95% thanks to automatic reminders and priority control.

All requests, including those from subordinate organizations, now pass through a single system with visible status, owner, change history and deadlines (100% transparency), so no request is lost. Management gained analytics on staff workload, request types and bottlenecks for resource allocation, and the External Portal connected subordinate organizations to the unified contour.

Low-code instead of hard-code development reduced implementation costs by 50% and development costs by 60%; time to full production fell from 9 to 5 months.

The customer can adapt processes to new requirements without external developers. The ecosystem already includes the “External User” solution and ELMA365 Projects, with electronic document management integrated into Belarus’s interdepartmental system.

●       ELMA365 Service Desk

●       ELMA365 Projects

●       LMA365 External Portal

●       ELMA365 Communication Management

●       ELMA365 Nomenclature management t

●       ELMA365 Integration with R7 Office

●       ELMA365 Correspondence

●       ELMA365 Organizational and Administrative Documents

●       ELMA365 Time and Expense Management

ELMA365 Contract Management

The project does not use solutions from the Global CIO catalog

The main challenge was combining low-code speed with the depth of customization a government customer required. Automating external user registration required customizing the base “External User” module in TypeScript, because standard platform tools did not cover the customer’s requirements. Implementing electronic document management with integration into the interdepartmental system was the most labor-intensive stage: it required complex process automation and extensive testing together with the National Center for Electronic Services to confirm compliance with government standards. Balancing low-code configuration with targeted custom code made it possible to launch the system within five months.

The Republican Unitary Enterprise “Center for Information Technologies of the Ministry of Labor and Social Protection of the Republic of Belarus” (CIT) is a state enterprise with over 18 years of history that supports key government IT services in the social and labor sector. At the project’s start it employed more than 50 specialists serving over 250 organizations. As systems and users grew, the IT service load increased, while requests arrived through disparate channels — email, phone, messengers — leading to lost requests, processing delays and no transparent execution control. Given the criticality of government services, this created SLA violation risks.

Implemented Solution  On the ELMA365 low-code platform, implementation partner Compit Expert LLC built a digital ecosystem in four stages: analysis and modeling of existing support processes (from request registration to closure); process development in ELMA365; integration and analytics setup; and staff training with support through pilot launch.  The ecosystem includes:

●     ELMA365 ServiceDesk — a unified support contour for requests from all channels, with automatic classification by type and priority, rule-based routing by departmental responsibility and SLA deadline notifications;

●     ELMA365 External Portal — request intake from subordinate organizations, a knowledge base and feedback;

●     ELMA365 Projects — project registry and cards, Gantt planning, budget, risk and resource control;

●     Electronic Document Management — integration with Belarus’s interdepartmental electronic document exchange system (modules “Registry Office,” “Nomenclature Management,” “Administrative Documents”) for document registration, case nomenclature, approval, signing and exchange between government organizations.  All solutions are integrated with LDAP/Active Directory and email services; management dashboards show request volume and type, average processing time, SLA compliance, staff workload and request recurrence.

Changes After Implementation

Request processing time was reduced by 40%, and average incident resolution dropped from several days to 3–5 hours. SLA compliance reached 95%. All requests, including those from subordinate organizations, pass through a single system with visible status, owner, change history and deadlines — 100% transparency. Management gained analytics for balancing workload and finding bottlenecks. Using low-code instead of hard-code development reduced implementation costs by 50% and development costs by 60%, and time to full production use fell from 9 to 5 months.

CIT Director Tatiana Matsukevich: “The ELMA365 Service Desk solution allowed us to bring our work to a qualitatively new level. The implementation became a strategic step toward improved operational efficiency, process transparency, and overall client service quality.”

Republic of Belarus