Client: Tunisian Government Agencies & Local Municipalities

Industry: Public Administration & Citizen Services

Service Provided: Development of a Desktop-Based Multi-Tenant Complaints & Claims Management System

Technologies Used:

• Programming Languages: C#, .NET, Electron.js (for cross-platform support)

• Database Management: PostgreSQL, SQLite (local caching)

• Authentication & Security: OAuth 2.0, JWT, AES-256 Encryption

• UI Framework: WPF (Windows), Electron.js (for cross-platform use)

• Networking: REST API, WebSockets for real-time updates

• Logging & Monitoring: ELK Stack, Sentry

Project Overview

The Tunisian government needed a modernized digital platform for handling citizen complaints and claims efficiently across various government entities and municipalities. Previously, complaints were handled manually or through inefficient, outdated systems that lacked interconnectivity, resulting in delays, lost cases, and poor resolution tracking.

Welink Tech was assigned to design and develop a powerful desktop application that enables each government agency and municipality to have its own dedicated access while being part of a centralized yet decentralized system.

Challenges & Risks

✅ Multi-Tenant Architecture – Each government office needed its own isolated access while sharing a centralized infrastructure.
✅ Secure Data Management – Ensuring data privacy and compliance with government security standards.
✅ Real-Time Complaint Processing – Citizens needed immediate feedback on case statuses.
✅ Cross-Platform Support – The solution had to work on Windows and Linux to accommodate different government offices.
✅ Scalability – Future expansion to more government entities without performance issues.

Solution Implemented

1. Multi-Tenant System with Secure Access Control

• Designed a multi-tenant database model where each government entity has its own account access but shares a unified backend infrastructure.

• Implemented role-based authentication (RBAC) to define user privileges within each entity (e.g., administrators, complaint handlers, auditors).

• Provided single sign-on (SSO) authentication for secure and easy access management.

2. Efficient Complaint & Claim Processing Workflow

• Created an interactive dashboard with complaint filtering by priority, type, status, and department.

• Integrated AI-based classification to categorize complaints automatically (e.g., infrastructure, administration, social services).

• Implemented real-time updates using WebSockets so that case handlers and citizens receive instant status changes.

3. Security & Compliance Measures

• Enforced AES-256 encryption for data storage and transmission.

• Implemented OAuth 2.0 & JWT authentication to secure API access between different municipalities.

• Enabled audit logging and monitoring via the ELK Stack, ensuring complete traceability of case modifications.

4. Performance Optimization & Scalability

• Utilized PostgreSQL for centralized data management while allowing local caching with SQLite for offline mode.

• Developed a modular architecture that supports the future addition of new government entities without system downtime.

• Optimized the app for low-bandwidth government offices, ensuring smooth performance even in rural areas.

Impact & Results

🚀 85% Faster Complaint Processing compared to previous manual systems.
🔐 Government-Grade Security Compliance with encrypted citizen data.
⚡ Instant Citizen Feedback via real-time notifications.
📈 Scalable System that can support hundreds of municipalities and agencies.
🖥️ Cross-Platform Compatibility, running seamlessly on Windows & Linux.