A worldwide human rights organization attains consistent digital sophistication throughout its operations through the implementation of a Software Development Center (SDC) model.

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About the client

The client is a global human rights organization with operations across 20 countries. Based in Washington, D.C., the organization’s lawyers, investigators, and after-care professionals partner with governments and local authorities to track and rescue victims, restore survivors to safety, and prosecute criminals, thus strengthening the justice system. They combat property encroachment, sex trafficking, slavery, and sexual violence.

Business challenge

The organization’s aim is to protect half a billion victims by 2030. To achieve their goal, the organization decided to leverage technology to make justice unstoppable.

Founded in 1997, the global enterprise had many functions and processes at varying levels of digital maturity. The organization’s internal operations and processes ran on a legacy platform. The organization sought a team of technical experts who could identify the technical debt and improve upon while ensuring the minimum disruption to their ongoing operations.

Furthermore, the organization aspired to increase their after-care effectiveness programs. However, there needed to be an intelligent way to track and analyze the progress made in each case. With regard to their then-existing case management system, the organization uniquely identified, assigned file locations, and scheduled each case record. The organization aspired to develop an integrated portal with advanced customization for improved management and seamless collaboration across field offices. Additionally, there was a need to replicate all the current functionalities and ensure the legacy data was seamlessly migrated into the new system.

Likewise, offices situated in multiple locations worked in silos with data stored in standalone systems. Getting access to the latest data was time-consuming. Troubleshooting system issues, assisting staff in operating the systems, and ensuring uptime and availability were a few of the challenges. The team looked for experts who could help them create a centralized, process-driven, and automated IT infrastructure that connected their global operations.

It was equally important that the systems encapsulating sensitive data were safe from Malware and other external security threats. Given the sensitivity of the data, the organization sought a partner who could deliver such complex tech solutions to multiple facets of business in an agile manner.

Assuring Quality CX through Intelligent Test Automation

Trigent Solution

A Software Development Center for End-to-End Business Modernization

The organization partnered with Trigent to ensure minimal disruption to their existing operations. As the first step, the team analyzed the current digital maturity of the organization in several facets such as IT infrastructure and security, API integrations, UI/UX functionality, and data management processes, to name a few.

The enterprise created a Software Development Center (SDC) to achieve digital uniformity across all their processes agilely. Trigent team was aligned with the organization’s business requirements, and the capabilities ramped up and down with the evolution of the project.

Enhancing Internal Operations and Processes with SharePoint Online

The organization decided to upgrade their existing on-premise version to enhance their internal processes and operations. For better UX and business functionality, they upgraded to SharePoint Online. The organization established a robust application maintenance framework. The team further integrated Microsoft 365 to:

Internal information/data in SharePoint needed to be more structured. Data cleansing and segregation were done in a region-specific pattern. The structured data was then migrated to SharePoint Online. Additionally, leveraging Power Platform, the team proactively took care of several enhancements, such as addressing a change request and building new request forms, to name a few.

Expansion of the Project with Data Migration to Salesforce

With the gradual evolution of the project, the organization decided to further enhance its Casework Tracking Management System (CTMS). The organization decided to build an integrated portal with advanced customizations for seamless collaboration and improved management. Trigent extensively evaluated the existing application to identify data elements and mapped it to the Salesforce platform. Trigent’s certified Salesforce experts created a roadmap to migrate data from all the field offices to Salesforce.

Additionally, the team identified opportunities for expediting the loading process. Dell Boomi was leveraged to securely transform sensitive data into multiple formats, such as flat files, Excel sheets, and APIs, to name a few. The platform enabled the organization to access legal data, ensure the data remained secure, eliminate manual data entry, and decrease errors by 90%.

Furthermore, Trigent’s QE engineers analyzed the associated risks and identified the source of migration errors. The QE team prepared a testing strategy for the migration process. Object/field level, data integrity, workflow, and ETL load validations were done. Moreover, integration and compatibility testing ensured that the data flow between different components did not break under any condition.

Tracking Progress of Each Case with a Business Intelligence (BI) Solution

Trigent’s team undertook a knowledge transfer. The discovery phase further included a series of discussions and analysis of the relevant data to showcase/track the progress of each case.

Based on the rigorous 2-week analysis, the team created a BI solution. Multi-dimensional data models were designed to understand and analyze the data quickly. Star schema was applied to create the data mart. Extract, transform, and load (ETL) process combined data from several locations and multiple sources, such as home-grown applications and survey tools, and consolidated them into a Datamart. Global dashboards were developed and shared with the leadership team. Tableau was leveraged to create graphical representations of the effectiveness and progress of every case.

Global Technical Support with Centralized and Process-Driven IT Infrastructure

Trigent’s Virtual Command Center (VCC) solution enabled proactive and 24/7 management of the organization’s IT infrastructure. The centralized team also provided support for IT (L1, L2, and L3). Tools like Azure, (x)Matters, IBM Maximo, TeamViewer, and LogicMonitor were leveraged to monitor, address, and manage all the end-user and server tickets across various locations. The tickets were raised on ServiceNow.

The VCC solution enabled the organization to connect with over 150 network elements and extend support to over 150 servers and 2,000 desktops across multiple global locations. IT operations management (ITOM) is the next phase, where Trigent will enable the organization to predict anomalies, analyze root causes, and initiate remediation for smooth IT operations.

Prevention Against Data Breaches with a Cyber Security Wing

The team developed a cyber security wing to protect their infrastructure from malware or other suspicious attacks. Frequent threat intelligence-driven hunting was done to discover threats. Once evidence of compromise was detected, the team initiated an appropriate incident response. Furthermore, as a part of enhanced security protocols, there were regular reviews of security postures and identification of expired SSL certificates on firewalls. The team issued threat intelligence advisories to provide timely information about security issues, vulnerabilities, and emerging threats.