STAR self-service booking system development
The development of the Social Insurance Board's self-service booking system
About the Project
In collaboration with the Social Insurance Board (SKA), the Health and Welfare Information Systems Centre (TEHIK), and TripleDev, the newly developed information system enables the booking of appointments for various essential social services. The number of visits to the Social Insurance Board's self-service environment has already surpassed one million in 2023.
The digitalized solution saves time
The goal of the project was to create a booking system for five services organized through the Social Services Data Registry (STAR). This new booking app guides and supports users in selecting the right service and time for their needs. Users now have the ability to independently choose their preferred service and location and schedule an appointment accordingly.
In the past, scheduling appointments with SKA and local government (KOV) workers required navigating through various channels, a process that was both time-intensive and dependent on the availability of service providers. The effort spent on managing these bookings didn't yield extra value. However, the efficiency gained from streamlining this process enables SKA and KOV staff to focus on more meaningful tasks and provide better assistance to those in need. The introduction of this new booking system has simplified and enhanced the process for both the users and the staff.
The new system elevates welfare service delivery
Moreover, it marks a significant step forward in offering welfare services by merging the SKA information system (SKAIS) with the system used by social workers (STAR). The effective provision of services by SKA often hinges on a personalized, case-specific approach, emphasizing the crucial interaction between social workers and those in need.
The system not only facilitates physical meetings but also allows for consultations via telephone or video calls, enhancing the availability and adaptability of these services. In 2023 alone, there have been over a million visits to the Social Insurance Board’s self-service portal.
The project was divided into six phases:
business analysis
system analysis
service design
UI/UX
architecture development
creation of front-end and back-end base services
detailed analysis
system analysis
front-end and back-end development
UI/UX
user testing
implementation
load testing
consutations
implementation and improvement
For the execution of the project, we followed the agile SCRUM methodology and the work was organised into sprints.
We developed the new system as a fully bespoke solution: our specialists handled business and detailed analysis, usability testing, design, and development. For technologies, methodologies, and programs, we utilized Jira, Confluence, Swagger, Java, React, Figma, the Spring framework, REST and SOAP web services. In developing the user interface layer, we employed a microservices-based framework and adhered to WCAG (Web Content Accessibility Guidelines) standards.
Work output submitted to the Social Insurance Board
The outcome of the project is an information system designed for use by social workers and people wishing to schedule appointments for services. The reservation application assists in guiding users to identify and book appropriate services and times.
The initial five services for which appointments can be booked include:
- Preliminary discussion for adoptive and foster families;
- Services at the children's house;
- Advice on pensions;
- Counseling on family benefits and supports;
- Requesting assessment for the degree of disability.
