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Case Study
A Worldwide Human Rights Organization Attains Consistent Digital Sophistication Throughout by Implementing an SDC Model

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. Founded in 1997, the organization aims to protect half a billion victims by 2030.

Business Challenge

The mature enterprise had many functions and processes at varying levels of digital maturity. The organization had independent IT systems in 20+ countries that operated with varying levels of product customization, and choice of technology. Centralized reporting on projects and program performance required data to be collected from data silos in each country and processed manually, which was time-consuming, error-prone, and inefficient. Furthermore, every case generated various data points which needed to be securely stored and accessible by authorized personnel.

Troubleshooting system issues, assisting staff in operating the systems, and ensuring uptime and availability were a few of the challenges, that offices situated in multiple locations working with data stored in standalone systems faced. 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.

Trigent Solution

The organization partnered with Trigent to ensure minimal disruption to their existing operations. 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. The Trigent team was aligned with the organization’s business requirements, and the capabilities ramped up and down with the evolution of the project.
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Trigent adopted a 5-step approach to transforming the organization’s IT into a Digital Core that powered their mission to deliver justice across the globe.

Step 1: Develop a centralized portal to enhance the Casework Tracking Management System (CTMS)

The Goal: To create a cloud-based portal with standardized data structures, workflows, access controls, and reporting tools to be adopted by the respective country units, thus enabling seamless collaboration, efficient data reporting, and faster decision-making.

The Implementation/Execution: The team built an integrated portal with advanced customizations for seamless collaboration and improved management. As the first step, Trigent went beyond Technology and deeply understood the organization’s processes and programs. Trigent extensively evaluated the existing application to identify data elements. The portal provided a single view of a particular case in terms of:

Service cloud was configured and customized to meet the business needs. The initial phase of transforming about 130 business processes took almost a year.

Step 2: Create an efficient document management system (DMS) with SharePoint Online

The Goal: Every case generated medico-legal documents, evidence data, court briefs, rulings, and investigative reports that needed to be securely stored and accessible by authorized personnel. A Document Management System (DMS) that is easy to use, yet afforded all the safeguards and access controls was identified as the need of the hour.

The Implementation/Execution: The team developed a document management planning process consisting of the following steps:

The organization then established a robust framework and further integrated Microsoft 365 to:

This led to better decision-making, reduced risks, and overall cost savings. 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.

Step 3: Seamlessly migrate data from individual systems in each country by leveraging Salesforce

The Goal: Data in the silos in each country needed to be extracted, and transformed into the standardized format. The goal was to ensure data integrity during migration as well as the security of the sensitive data.

The Implementation/Execution: Trigent’s certified Salesforce experts created a roadmap to migrate data from all the field offices to Salesforce. GraphQL was leveraged to collate data from 15 end-points, and Relay was used to reduce the rendering time to 20 seconds from 1 minute and 20 seconds. Additionally, the team identified opportunities for expediting the loading process.

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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.

Step 4: Enhance aftercare effectiveness programs with Business Intelligence (BI)

The Goal: To leverage the centralized data to define metrics that track the progress and impact of the projects, create daily, weekly, monthly reports to review performance, and identify areas that need improvement or corrective measures.

The Implementation/ Execution: 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.

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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.

Step 5: Assure high availability of IT systems with process-driven IT Infrastructure

The Goal: To minimize the requirement for dedicated IT support teams in each of the country operations by switching to centralized IT infrastructure management that included Servers, Networks, Desktops, and portable devices such as laptops, mobile, and tablets.

The Implementation/Execution: 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.

Additionally, Trigent’s cyber security wing protected 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. The team issued threat intelligence advisories to provide timely information about security issues, vulnerabilities, and emerging threats.
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New Initiative: Extending the cloud-enabled digital core - Portal for Donors

For any NGO, fundraising, and community outreach is a continuous activity supported by several local and global programs. A centralized solution to manage these fundraisers across regions ensures visibility and transparency. Flexibility for local offices in different countries to customize the donation forms or add new providers is essential.

Trigent developed this Fundraiser Portal leveraging Salesforce. Visualforce objects allowed developers to build sophisticated, custom user interfaces that were hosted natively on the Lightning Platform. Multiple 3rd payment integrations were made with various online credit card payments, PayPal, and payment applications.

The portal allowed Donors to manage their profiles, set up their donation preferences, select payment options, and modify contributions when needed.

Client Benefits:

The SDC, customized to the enterprise’s business needs, enabled them to:

Technology Stack:

A worldwide human rights organization attains consistent digital sophistication throughout by implementing an SDC model