Selected work

Case studies across public, development, and private sectors.

Each case study follows the same structure — client type, problem, approach, systems involved, solution, and outcomes — so you can judge how we work and what to expect.

Illustrative case studies. These describe representative engagements with client identities generalised and some details combined or simplified. Outcomes are described qualitatively rather than with figures that cannot be independently verified. Detailed references are available on request, subject to client confidentiality.

WebsitePublic institution

Multilingual institutional website redesign

A public institution's website had grown into several hundred pages organised around internal departments. Citizens could not find services, content was inconsistent across languages, and the site failed basic accessibility checks.

Client type
Public institution serving citizens and businesses, with a communications team of non-technical editors.
Problem
Navigation mirrored the organisational chart rather than user tasks. Kinyarwanda and French content lagged behind English. The CMS was outdated, difficult to update securely, and the site was slow on mobile connections.
Approach
Content audit and analytics review; interviews with front-line staff who field public inquiries; task-based information architecture validated with representative users; wireframes before visual design; a content migration plan with editor ownership per section.
Systems involved
Content management system, document repository, existing email newsletter service, and links to national service platforms.
Solution delivered
A redesigned site organised around services and tasks; a structured multilingual content model with translation status tracking; accessible, performance-optimised templates; editor training and a content governance guide.
Outcomes
Public can reach key services in fewer steps; editorial team maintains content across three languages without developer support; site meets agreed accessibility criteria and loads acceptably on low-bandwidth connections.
AutomationProfessional services firm

Business process automation for approvals and invoicing

A mid-sized professional services firm ran client onboarding, engagement approvals, and invoicing across email, spreadsheets, and an accounting package. Hand-offs were slow and errors were discovered late.

Client type
Professional services firm with multiple practice areas and a small finance team.
Problem
Approval requests were lost in inboxes; the same client data was entered in several places; invoices required manual reconciliation against engagement records; management lacked a current view of pipeline and billing.
Approach
Process mapping with each team; identification of the steps that genuinely required judgment versus those that followed rules; design of a single workflow with clear approval roles; phased rollout starting with onboarding.
Systems involved
Accounting platform API, email, document storage, and a new internal workflow application.
Solution delivered
An internal web application handling onboarding, approvals, and engagement records; automatic creation of draft invoices in the accounting system; AI-assisted extraction of engagement terms from signed documents, reviewed by finance before use; management reporting.
Outcomes
Approvals have a defined owner and visible status; client data is entered once; invoicing errors are caught before issue; partners see an accurate picture of work in progress.
AIService organisation

Multilingual inquiry triage and support workflow

A service organisation received inquiries in Kinyarwanda, English, and French across email, web forms, and messaging. A small team struggled to respond consistently and to route cases to the right specialists.

Client type
Service organisation handling a high volume of public and partner inquiries with a small support team.
Problem
Response times varied by language and channel; repeated questions consumed specialist time; there was no reliable record of what had been asked or answered, and no data for improving the service.
Approach
Analysis of historical inquiries to identify categories and languages; design of a triage workflow where AI classifies, summarises, and drafts responses from an approved knowledge base, with staff approving every outbound message; evaluation on real anonymised examples per language.
Systems involved
Email, web forms, a messaging channel, an approved knowledge base, and a new case management interface.
Solution delivered
A unified inquiry queue with AI-generated classification, language detection, summary, and suggested response citing knowledge base sources; routing rules for specialist cases; staff review before any response is sent; reporting on volumes, categories, and response times.
Outcomes
Consistent handling across languages; specialists focus on genuinely complex cases; every inquiry and response is recorded; the knowledge base improves based on observed gaps. Model performance in Kinyarwanda was measured honestly and review points were set accordingly.
SoftwareDevelopment programme

Internal operations and reporting dashboard

A multi-partner development programme consolidated field data from spreadsheets, partner systems, and mobile data collection tools by hand each quarter. Reporting was slow and the figures were frequently disputed.

Client type
Development programme coordinating several implementing partners across districts, with donor reporting obligations.
Problem
Data arrived in inconsistent formats; indicator definitions differed between partners; consolidation took weeks; programme managers could not see progress between reporting cycles.
Approach
Agreement on a shared indicator framework and data standard; mapping of each partner's source to the standard; design of a permissioned dashboard with partner-level and programme-level views; validation rules to flag anomalies at the point of submission.
Systems involved
Mobile data collection platform, partner spreadsheets, a programme database, and the new dashboard application.
Solution delivered
Automated ingestion from the data collection platform and structured spreadsheet templates; validation with clear error messages for partners; a dashboard with role-based access, drill-down by district and indicator, and export to donor reporting formats.
Outcomes
Programme management has a current view of progress; partners correct data at source; quarterly reporting is assembled from the system rather than rebuilt by hand; disputes over figures are resolved by reference to shared definitions.
AIRegulated organisation

Supervised document intake and review workflow

A regulated organisation processed applications that each arrived with several supporting documents. Officers spent most of their time checking completeness and re-keying information before the substantive review could begin.

Client type
Regulated organisation with statutory processing timelines and audit obligations.
Problem
Backlogs built up at the intake stage; incomplete applications were discovered late; information was transcribed by hand into the records system, introducing errors; auditors needed a clear trail for every decision.
Approach
Privacy impact assessment and data minimisation design before any build; AI classification and extraction with confidence scores; deterministic completeness and rule checks; an officer review screen as a mandatory step; full audit logging; a controlled pilot alongside the existing process.
Systems involved
Document submission channel, scanning workflow, records management system, and the new intake and review application.
Solution delivered
An intake workflow where documents are classified and key fields extracted automatically; rule checks flag missing or inconsistent items; officers review extracted data against the source document and approve, correct, or return the application; only approved data is written to the records system; every action is logged with model version and reviewer.
Outcomes
Officers begin substantive review sooner and spend less time on transcription; incomplete applications are returned at intake; the audit trail satisfies internal oversight; the pilot produced measured evaluation results that informed a phased extension.
IntegrationTrading company

Systems integration for orders, inventory, and payments

A growing trading company sold through a web shop, a physical counter, and distributor orders. Stock levels, prices, and payments were reconciled manually across three systems, and customers were sometimes sold items that were out of stock.

Client type
Trading and distribution SME with multiple sales channels and a small operations team.
Problem
Inventory was tracked separately in the web shop, the point-of-sale system, and the accounting package; mobile money and card payments were reconciled by hand; management could not see consolidated sales or stock.
Approach
Inventory of each system's data and API capabilities; agreement on the accounting system as the source of truth for stock and prices; design of an integration layer with clear ownership rules and reconciliation reports; staged cut-over by product category.
Systems involved
E-commerce platform, point-of-sale system, accounting package, mobile money and card payment gateways.
Solution delivered
An integration service synchronising stock and prices to sales channels, posting orders and payments to accounting, and reconciling payment gateway settlements automatically; alerting on failed syncs; a simple operations view of orders, stock, and exceptions.
Outcomes
Stock levels are consistent across channels; payment reconciliation is automatic with exceptions surfaced for review; management has a single view of sales; the operations team spends its time on exceptions rather than re-keying.

References

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