Project goals

Portal success indicators

Goals defined in the planning — to be measured after implementation.

0%

Service SLA

Goal: % of tickets resolved on time

0%

CSAT satisfaction

Goal: average score (out of 5.0) from schools

0%

Self-service

Goal: % resolved via knowledge base

0%

Availability

Goal: portal uptime (%)

Evolution journey

CSC evolution stages

STAGE 1

Focus on Change

Evolve from a predominantly operational CSC to a Strategic Center for Services, Innovation and Value Generation.

STAGE 2

Focus on Efficiency

Prioritize process optimization, bottleneck reduction and productivity improvement.

STAGE 3

Focus on the Customer

Focus activities on internal clients’ needs, improving service experience and perception.

STAGE 4

Focus on Value Generation

Become a strategic partner of the Doroteias Network, combining efficiency, experience, data, innovation and results.

Current journey maturity

Continuous evolution in motion

Process efficiency 65%
Customer experience 55%
Automation and integration 45%
Data-driven decisions 40%

Illustrative representation of journey progress (not operational results).

Challenges

Main challenges

  • Processes: standardize, document and optimize
  • Technology: automate and integrate systems
  • People: develop skills and a culture of change
  • Indicators: measure efficiency, quality, satisfaction
  • Clients: know needs and improve the experience
  • Strategy: strategic partner of the Network
Action plan

From structuring to value generation

Journey steps — no fixed deadlines, in continuous evolution.

Structure and prepare

Map current processes; identify bottlenecks; eliminate redundancies; identify automation opportunities.

Optimize and measure

Efficiency, productivity, quality and satisfaction indicators; formal channel; monitoring and feedback cycles.

Consolidate and generate value

Integration with the Network’s strategy; participation in decisions; data-driven management; continuous innovation and new services.

“The CSC of the future is not just a service execution center: it is a strategic partner that turns processes, data and people into value for the Institution.”
— “With prayer, everything is obtained and everything is overcome.” (letter 331, 5) · Saint Paula Frassinetti