Development, maintenance and enhancement of a customer service support system
For the Małopolskie Voivodeship — Voivodeship Labour Office in Kraków, we provide services related to the expansion, maintenance and further development of an IT system supporting customer service processes.
The system enables electronic handling of training voucher orders and supports communication between clients and the institution. It allows users to submit applications online, complete required data, monitor their progress in the project and use the service without having to visit the office in person.
The project is carried out in 2020–2026 and includes both functional development and ongoing system maintenance.
Challenge
IT systems that enable users to apply for training vouchers are important because they make public support more accessible to a larger number of people and companies, regardless of their location. They also speed up the overall process through electronic data handling and reduce the number of formal errors.
One of the biggest challenges in the project was handling load peaks that appeared when recruitment rounds were launched. Within a very short time, a large number of users logged into the system simultaneously, which could cause slowdowns, temporary overload or reduced service availability.
This required proper preparation of the application and infrastructure so that the system could serve many clients at the same time while remaining stable and available.
Project limitations
A key limitation was the low budget and lack of funds for high-cost hardware infrastructure. At the same time, the system had to support a large number of users.
In practice, this required careful architecture design, performance optimization, resource control and gradual development of mechanisms supporting scalability and system stability.
Scope of work
As part of the project, we designed, implemented and maintain the system supporting customers using training vouchers.
The functional scope includes, among others:
- management panel,
- application handling panel,
- customer panel enabling users to complete their data,
- monitoring of the customer’s progress in the project,
- monitoring module,
- financial module supporting contract settlement,
- training voucher ordering process,
- ongoing system development and maintenance.
Our solution
We created an IT system that moves key elements of the training voucher process to an electronic channel. The solution supports both customers submitting applications and employees responsible for process handling on the institution’s side.
Customer panel
The customer panel enables users to complete data, submit information required in the process and monitor their progress in the project. As a result, customers can use the service online and track the status of their case without having to contact the office in person.
Application handling panel
The application handling panel supports employees in processing requests and data submitted by customers. It enables structured work on applications and helps reduce formal errors caused by paper-based or dispersed documentation.
Management panel
The management panel allows system administration, control of selected processes and management of elements required for efficient user support and recruitment rounds.
Monitoring module
The monitoring module supports control over the operation of the system and the processes handled within the application. It is particularly important in the context of high load during recruitment launches.
Financial module
The financial module supports settlement of contracts related to training vouchers. As a result, the system covers not only application submission and handling, but also subsequent settlement processes.
Integrations
The system was integrated with services supporting user identification and data handling, including:
- Trusted Profile,
- TERYT.
These integrations support electronic process handling and improve the quality and consistency of data used in the system.
Technologies
The project used, among others:
- PHP,
- Laravel / Szafir,
- React,
- jQuery,
- Bootstrap,
- PostgreSQL,
- Postfix,
- WordPress,
- Redis,
- Soketi / WebSocket.
The technology stack enabled the development of a web application supporting customer service, process administration, communication and system maintenance.
Results
The implementation of the training voucher ordering system significantly simplified the process of using the labour office’s services. Customers gained convenient online access, the ability to submit applications without visiting the office and a clear view of the status of their case.
The system shortened the time required to submit and process applications, reduced paper documentation and improved the organization of work on the institution’s side. By digitalizing the process, it increased transparency and allowed users to better plan their professional development and use of training support.
The key results include:
- electronic handling of the training voucher ordering process,
- easier access to services for individuals and companies,
- reduced need for in-person visits to the office,
- ability to track application status,
- reduced number of formal errors,
- improved efficiency of teams handling applications,
- support for contract settlements,
- increased customer satisfaction,
- improved effectiveness of access to training support.
According to the two-year summary of the “Kierunek Kariera” project, as of the end of 2025, support was offered to 17,543 participants.
Project organization
The project is carried out using an agile methodology, allowing the team to respond to the client’s needs, develop functionality, handle requests and adapt the system to subsequent recruitment rounds and changing requirements.
The project team includes:
- Project Manager,
- architect,
- full-stack developers,
- frontend developer,
- analysts,
- testers,
- Automation Engineer,
- DevOps.
The combination of analytical, design, development, testing and infrastructure competencies makes it possible to maintain and develop a system used by a large number of users and prepare it for periodic traffic peaks.
Summary
The training voucher management system for WUP Kraków supports the digitalization of public services related to professional development and access to training. The solution enables customers to submit applications online, monitor their progress and use the labour office’s services in a convenient and transparent way.
The project required combining customer service functionality, application handling, monitoring, settlements and integrations with public services. A particular challenge was ensuring system stability during periods of high interest in recruitment rounds, while maintaining cost efficiency.
The system is continuously maintained and developed, supporting customer service and processes related to training vouchers.