Why Syntphony?
Syntphony is the result of the combined work of NTT DATA’s best and most diverse business and development talents, with a deep knowledge of each industry, consistently aligned in the creation of business technological products.
We analyse our clients’ use cases; we form the perfect orchestra to achieve their objectives and we add all the value of our consultancy with the best of our products to create unique and personalised solutions; solutions that sound like a symphony to our customers
More Information
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The COVID-19 pandemic created an unprecedented health, economic and social emergency. The halt in economic activity particularly affected companies and self-employed workers, leading governments to implement support programs to sustain the economy and strengthen private-sector solvency.
In Spain, these measures were deployed through the so-called Línea Covid. In the Community of Madrid, it was jointly financed by the central and regional governments with a total budget of €899.2 million. Its management was entrusted to Madrid Digital, the public agency responsible for information and communication technologies for the regional government. The organization serves more than 177,000 public employees across more than 4,600 locations and has become a national benchmark in digital public services.
To facilitate the awarding of grants ranging from €3,000 to €200,000, NTT DATA was selected to automate the processes required to speed resolution through every stage, from application to payment. This is a highly complex process, as it requires multiple checks and verifications of documentation to ensure that the granting of aid is carried out correctly and within the established deadlines.
To achieve this Intelligent Operations* was deployed, providing Madrid Digital with the robotic capabilities of SS&C Blue Prism, a leading RPA automation platform. The automation platform interacts with Madrid Digital’s internal case-management application, retrieves active cases, completes pending tasks and incorporates documentation until final resolution.
Overnight efficiency
To maximize effectiveness, robots operate overnight so public employees can validate completed tasks the following day and continue progressing cases.
In this way, robots function as if they were a digital workforce that complements human employment. For example, in December 2021, Madrid Digital needed additional capacity to process backlogged cases before year-end.
Execution capacity was doubled over a weekend, operating 24 hours a day. This flexibility makes robotics a powerful and effective ally in managing public resources.
But what exactly do robots do? These digital workers emulate human activity, accessing systems as employees would and carrying out repetitive, highvolume tasks that add little business value.
Record-time results
The working methodology and ease of use of Intelligent Operations enabled production deployment in just two months. Fast implementation is critical when grant-award processes are governed by tight deadlines.
Furthermore, the automation technology used by Madrid Digital stands out for its ease of maintenance. Adapting the processes to changes in external systems is straightforward and allows the solution to return to full operation within a few days.
Lessons learned
The operating model implemented at Madrid Digital can easily be replicated across other public administrations because the platform is simple to integrate into any technological environment. In the case of the Community of Madrid, the platform communicates securely in accordance with the standards defined by the security departments; in addition, a series of common, reusable components has been developed to interact with the various systems, both those under the purview of Madrid Digital and external ones. Any regional ministry or agency in the region can immediately benefit from the services of NTT DATA’s technology platform for its automation projects.
Madrid Digital’s experience demonstrates that process robotics is a competitive advantage for public administrations. Automating routine tasks saves time and effort, frees resources for higher-value initiatives and ultimately improves services for citizens.
Automation allows us to assign staff to tasks that add more value for citizens; it also improves efficiency in the management of aid and saves time in the implementation process for citizens.
This is essential in a context where citizens are becoming increasingly accustomed to efficiency due to their constant interaction with the private sector. Automation is here to transform public service.
Proven Outcomes
Measured outcomes that demonstrate real impact of Syntphony in the market.
70k
cases processed
7,500
hours of work performed by robots
30%
time savings
8
Reassigned to higher-value work
We want to hear from you
We want to help you generate the best solutions to grow your business. Let us know and we will arrange a demo so you can experience how our Syntphony ecosystem of products works.