Case Study|Legacy System Modernization
Caystard modernized a government agency's 20-year-old case management system, reducing citizen service request processing time by 65% while meeting strict public sector security standards.
A public sector agency responsible for processing citizen service requests was operating on a 20-year-old mainframe-based case management system that was slow, difficult to maintain, and increasingly costly to support. Caystard led a full modernization of the system.
The agency's legacy system required specialized, increasingly scarce technical expertise to maintain, and its rigid architecture made it difficult to add new digital service channels citizens were requesting, like online request tracking. Any replacement had to meet strict government data security and accessibility requirements, and migration risk had to be minimal given the system's role in essential public services.
Caystard re-platformed the case management system onto a modern, government-compliant cloud environment, rebuilt core workflows as configurable modules rather than hardcoded logic, and added a public-facing portal for citizens to submit and track service requests online.
Given the criticality of the system to daily public services, Caystard began with an extensive risk assessment and a data migration strategy designed to run the legacy and new systems in parallel throughout the transition, rather than a single high-risk cutover.
The new system was built with configurable workflow modules, allowing agency staff to adjust case handling processes for different service types without requiring developer intervention for every change — a major limitation of the rigid legacy system. This was paired with a modern, government-compliant cloud hosting environment meeting all required public sector security and data residency standards.
A new public-facing citizen portal was also introduced, allowing residents to submit service requests and track their status online for the first time, reducing phone and in-person inquiry volume at agency offices. Following full rollout, average processing time for citizen service requests dropped substantially, and the agency reported a significant reduction in requests for basic status updates, since citizens could now check progress themselves.
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