Improved efficiency by digitizing manual, paper-based processes
With the comprehensive automation and management capabilities included in its new Red Hat environment, SIC has successfully digitized manual processes, such as protection case filing.
Previously, all case files were paper-based and completed by hand. To modernize this process, SIC needed to meet regulations for electronic case files, such as the use of electronic signatures and robust security requirements. Deployed on Red Hat OpenShift, SIC’s new electronic case file (ECF) system provides templates for all documents, then uses flow control provided by Process Automation Manager to coordinate with other services to label documents, complete electronic signatures, convert the files to PDF/A—a standardized archival format—and store them on the organization’s document management platform.
As a result, case filing is more efficient, helping SIC deliver rulings to citizens and companies faster. In just one year, SIC was able to process more than 51,000 submitted cases and issue more than 24,000 rulings by moving from a manual to digital system.
"There has been a radical change in our speed and service. Before, it could take months for the magistrate to analyze a file and then move it through the system," said Rodríguez Eraso. "Now, everything can be responded to and reviewed remotely and very quickly, in a controlled and secure way."
Adopted agile approaches to speed service development
SIC has used its implementation of Red Hat technology to also introduce new, agile work approaches that make collaboration easier between teams.
“With continuous integration and continuous delivery [CI/CD], our teams now can develop more features and products and deploy them almost in real time, without the need for major changes to the ecosystem,” said Rodríguez Eraso. “We started out by creating small, specialized DevOps groups that were given intensive training. Their success has inspired our wider team to embrace these changes.”
Enhanced citizen experience with transparent, easy-to-access services
After early digitalization efforts, Colombia’s citizens could complete up to 30 SIC-related tasks online.
Now, SIC has used its responsive Red Hat infrastructure to continue modernizing its citizen-facing services, including launching a mobile application, SIC A LA MANO, for submitting requests, cases, and feedback. With this solution, citizens no longer need to travel to complete in-person case consultations or deal with a variety of paper documents. Another new solution, SIC FACILITA, lets consumers chat online with suppliers to resolve issues without time-consuming, costly court disputes.
Additionally, SIC was one of the few Colombian public sector entities that maintained 24/7 operations during the COVID-19 pandemic, thanks to the high stability and availability of its Red Hat infrastructure.
By improving information access and visibility, SIC can work with the public to continue enhancing its services based on feedback and build trust in Colombia’s public administration.