Manage digital processes end-to-end

Digital processes refer to seamlessly orchestrated end-to-end workflows: from receipt (portal, form, inbox) through checks, enquiries and specialist processing, right through to the issuance of decisions, payment and documentation. The difference compared to ‘single-step digitisation’ is that it is not just forms or individual activities that are digitised, but the entire process chain is integrated seamlessly and made controllable.

Common causes include media breaks (manual data transfer between systems), a lack of transparency regarding processing status, numerous queries due to incomplete applications, and long processing times. Through orchestration, automation and clear process rules, quality and speed are improved whilst at the same time enhancing operational traceability.

In practice, it is rare to build ‘from scratch’. Materna therefore relies on an integration and orchestration layer that connects existing specialist systems, e-files, communication channels and cross-functional services via standardised interfaces. This creates end-to-end processes without the need to replace core systems.

In previous projects, a ‘use-case-first’ approach has proved its worth: we start with one or two prioritised processes (high volume, high benefit, clear data sources) and derive requirements for the platform, integration and operations from these. This ensures that the platform decision is underpinned by real-world process requirements, and initial results become apparent quickly. 

Forms are often the starting point of a process. It is crucial that they do not remain in isolation. Materna designs application workflows in such a way that data is captured in a structured manner, plausibility checks are carried out, follow-up requests are managed, and the transfer to e-files, workflows and specialist procedures is automated. In this way, the form becomes a robust entry point into the end-to-end process.

That depends on the use case, the framework conditions and the existing systems. Process and orchestration platforms (e.g. for workflow management) and low-code approaches are frequently used, supplemented by integration components and interfaces to line-of-business systems. Materna adopts a technology-neutral approach and integrates suitable components into a consistent target architecture.

AI works best ‘within the process’, not alongside it. We integrate AI functions where they have been shown to reduce the workload: for example, document and incoming mail classification, information extraction, plausibility checks, summaries for case handlers, or text suggestions. Clear rules, defined roles, traceability and secure integration into the existing process and system landscape are crucial.

In addition to implementation, an operating model is required: roles, governance, monitoring and clear KPIs (e.g. turnaround times, query rates, error categories, backlogs). Materna provides support with quality assurance, monitoring strategies and iterative optimisation, ensuring that processes not only go live but also run stably in the long term and can be further developed.

We provide support from process analysis and vision definition, through implementation and integration (form management, process modelling, automation, low-code, interfaces), right through to operation and further development (governance, monitoring, scaling). Depending on your needs, we can handle individual components or provide an end-to-end approach as your implementation partner. 

Typically, a solid foundation is established at an early stage: a prioritised process scope, a draft of the target process, integration and data requirements, and a workable implementation plan (roadmap including quick wins). Where conditions are suitable, an initial pilot (e.g. an application process or workflow) can be implemented in parallel to quickly validate the benefits, acceptance and technical feasibility.