VIGATEC installed self-service customer service kiosks

Customers: Ministry of Social Development

Solution: Self-service kiosks

Since 2013, Vigatec has installed self-care modules in offices of the Ministry of Social Development and municipalities throughout the country. Implementing this system has an 86% approval by the citizens, as they considerably decreased the procedures’ management time.

The technology offered by Vigatec, aims to contribute to the institutions’ operational efficiency for the services it delivers. In this case, through self-care solutions to deliver an average of 116 thousand monthly documents, required for state procedures.

The Scenario

Applicants to various state subsidies, for example, housing, elderly bonus, bonus per child, permanent social contribution, family allowance, pregnancy, among others, require a Social Protection or a Social Household Registry to obtain some of these benefits. The applicant, in many cases pregnant women or children, had to attend the Ministry of Social Development offices at the regional level or municipal offices and carry out this procedure, having to wait for several hours.

The Vigatec Proposal

The Ministry of Social Development required a technological solution to eliminate waiting times for this process. To achieve this, Vigatec proposed the installation of self-service kiosks with One Touch technology, which consists of digital fingerprint and identity card recognition. With this formula, the operation is performed safely and the applicant can acquire the document more expeditiously

This tool has an approval of 86% by citizens, who process an average of 116 thousand cards per month, nationwide. The project began with 70 pieces of equipment in 2013 and over time, the ministry acquired more, reaching the 215 that are currently installed.

The kiosk has software designed by Vigatec especially for this equipment, and it stores all of the Institution’s basic information. In this way, they guarantee updated data as the user provides new information through their procedures.

This self-service module is very useful, as it can issue many different types of certificates and doesn’t require much interaction or computer skills. It’s a touch device and only requires an identity card and fingerprint.

The challenge

Like all projects, Vigatec has had to overcome several challenges so that the solution’s implementation works as expected by the client, in this case, some attention points didn’t have the internet quality required for optimal function.

To solve it, Vigatec, along with the Ministry of Social Development, moved based on the established plan and concluded that the best option was to install the modules in sites that would have the required connection speed and which were also convenient for the public. Thus, from a social point of view, the benefit is still being delivered, even though it meant a significant change in the initial plan for Vigatec.

Currently, the kiosks represent an operational resource and agility optimization example. With this implementation, the Ministry of Social Development has reduced the users’ waiting times and has improved its employees’ productive capacity.

Assistance control systems

Customer: National Customs Service

Solution: Assistance Control Equipment

Vigatec accompanied the National Customs Service to modernize the officials’ attendance control-related operations. This is essential for institutions that have hundreds of collaborators and who must respond to trade union organizations’ requirements.

In Vigatec we offer integral solutions for several operations, in this opportunity, the installation of 106 last generation attendance control equipments, such as clocks and biometric readers with fingerprint recognition from Arica to Punta Arenas, as well as on several border points throughout the country, were the solution to the client’s request.

The Scenario

The National Customs Service, like any other public agency, has service commission and productivity bonuses among its personnel management modalities, and others, so controlling the access and end of the workday schedules is essential for the correct fulfillment of collaborator payments. This institution has union organizations that ensure the full and timely compensation of workers, and they also control the commitments made by the state for collective bargaining.

The Vigatec Proposal

Vigatec offered the installation of SYNERGY control equipments with fingerprint detection and Mifare proximity reader in the SNA offices at a national level. The incorporated Software is tempo.net, these devices monitor compliance with the schedules established for each officer in a centralized way to correctly stipulate their salaries’ processing and performance measurements.

The assistance control equipment is operated with a 500 VA energy backup UPS, which allows them to continue operating for longer periods in case of an electric power interruption or variability, to ensure that the function for which they were installed is carried out properly.

Implementation

The customs project was carried out in 2 stages, the first one contemplated the implementation of the IT platform that would support the 59 clocks with HP servers project and an Oracle database engine, with its respective configurations in the Valparaíso Customs Site.

Once the platform was put into operation, the installation of all the Network and Electric points for each of the equipment was began, as well as the clocks’ assembly and settlement of all the officials’ cards, from Arica to Punta Arenas, within a work agenda designed with the client.

The second stage of the clocks’ installation (47 units) was carried out at the border crossings, for which the same process and established IT platform were considered.

The Challenge

One of the main challenges faced by the Vigatec team to carry out this installation process was related to the maintenance of the heritage buildings’ structures. This requirement was fulfilled thanks to rigorous planning and care when executing the solution.

 

Also, the human team had to deal with extreme weather conditions, in addition to a high altitude in some locations, which exceeded 4,000 meters, especially in the Arica, Iquique and Antofagasta areas. In terms of logistics, all-terrain vehicles had to be used to face highly complex roads, land, snow, water and others, and reaching some of the localities took many driving hours.