Stability and Efficiency for Ombudsman Management Tool: OMD Solutions Use Case

| September 25, 2019

Society evolves and the consumer becomes increasingly demanding, so institutions also need to evolve in their way of communicating with customers. Some countries require from private and public companies to have an ombudsman, a special customer service channel that deals with manifestations coming from clients, speaks up to complain, solicits information, makes suggestions, compliments or reports. 

Within large organizations, ombudsman can be represented by a whole department and thus require own structure and management processes, as well as keep their systems highly accessible for all citizens and clients.

In this article, we are interviewing OMD Solutions, a Brazilian company that provides a true management tool for the ombudsman departments who are seeking to improve processes, products and services. Felipe dos Santos, Director of Technology at OMD, shares how they enable an innovative concept to generate a new relationship experience between the institution and its public, as well as what technical implementations they’ve done to provide the required level of performance and availability.

omd solutions team

About the OMD Solutions Project

The OMD Solutions for ombudsman is a national leader in the segment. It contributes to the consolidation and dissemination of the ombudsman software in organizations across the country. There are more than fifteen years of work applied in solutions to empower ombudsmen and streamline the sector through computerization, allowing organizations to use the ombudsman systems as a valuable management tool.

The OMD system is the ideal solution for every institution that has a structured ombudsman service channel. It allows to manage the manifestations process completely, provides the manager with subsidies for redirecting the actions to the area responsible for the matters demanded, receives manifestations and sends responses to the client / citizen through various channels.

Our solution is fully adherent to the requirements of regulated segments in Brazil, such as financial institutions (BACEN), electrical sector (ANEEL), insurers (SUSEP), health institutions (ANS) and general Ombudsman of the Union (OGU).

Previous Hosting Experience

Most of our application infrastructure was running in traditional VPS from a large national hosting provider in Brazil, and some services on Google Cloud Platform. Among the main problems we had at that time were too high complexity while adjusting topology based on our project needs, high cost and stability of services. 

Migration to Jelastic PaaS

In 2014 we tried the services of the Jelastic cloud platform and were impressed how novel and advanced the technology already was at that time. Initially, we started to host 10% of our projects at Jelastic PaaS. The main services used were Java, Tomcat, Storage server, Docker containers, Python and domain configurations.

At that time, our company didn’t have a network specialist and analyst to configure the best settings but the ease and autonomy in managing Java/Tomcat environments within Jelastic PaaS helped us to define everything and increase service delivery quality for our customers. 

In 2016, 100% of our workloads were already in Jelastic, from then on we fully adopted this cloud platform to provide our services faster and in a more cost effective way.

Currently, our Jelastic hosting provider is SaveInCloud. Besides a high level of support and responsiveness, one of the main gained results with this provider is a guaranteed availability of our services running in a secure datacenter by means of SSD technology, good connection and latency. 

Highlights of Using Jelastic Cloud Platform

From a strategic point of view, it is beneficial that we do not need to keep a professional specializing in configuration and setup of environments, networks, firewalls, DNS, storage and other peculiarities. All such tasks either automated by the platform or can be easily performed by our support team with the help of intuitive UI and clear documentation. This provides autonomy while maintaining our clients' services.

The collaboration functionality of Jelastic PaaS lets us give specific permissions for each team member to control the environments or separate services, as well as restrict access to the sensitive data in order to meet the requirements of Personal Data Protection general law (LGPDP).

The pay-per-use pricing model with granular resource units is considerably fairer. Hourly charging based on real consumption allows to keep control over the spends and reduce the bills in moments of little use of our services.

There is a constant improvement of new functionalities on the platform. Jelastic PaaS is continually upgraded and it pleases us a lot because the solution is evolving letting us also advance technologically and thus meet the needs of customers.


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