CRM innovation to support BC families and empower youth.

Convergence developed Advocase for the Office of the Advocate for Service Quality, an independent agency of the BC Ministry of Social Development and Poverty Reduction. Advocase was developed in collaboration with both the Ministry and the Government of BC's Information Services Division. The solution is a comprehensive case management platform, built on top of open source CRM tooling and hosted in the Province's secure OpenShift containerized infrastructure.

Advocase streamlines the tracking and logging of support cases, calls, communications, engagements and issue resolution, while providing detailed reporting and analytics for mission-critical advocacy needs. The platform's robust feature set strengthens the Ministry's capability to deliver quality support services to BC families and youth.

The existing legacy utility was no longer a practical solution for the Ministry's volume of calls, emails and data. This system struggled to cope with the scale and complexity of most interactions - preparing reports was challenging and cumbersome

The outdated user interface and software workflows no longer aligned with the Ministry's evolving needs. A comprehensive review and overhaul was necessary to improve both the user experience and the functional capabilities.

During the development of Advocase, we meticulously adhered to the BC Design System to ensure consistency, accessibility, and alignment with provincial standards. For quality assurance, we developed comprehensive test scripts covering a range of use cases for both automated and manual testing. We used Cypress and accessibility testing tools vetted by the Ministry's specialists to thoroughly evaluate the platform's functionality and performance.

Advocase was successfully launched and is now actively used by the Ministry in service to British Columbians. Employees of the Office of the Advocate for Service Quality now benefit from a modernized system for tracking cases, communications, and reporting. KPIs and key reports are shared directly with the Ministry.

Built on top of flexible open source technologies, and developed over a four-month timeline, Advocase is proof that the public sector can leverage open source solutions to create customized, sophisticated and high quality systems that are delivered on time and on budget.