The Digital Transformation and IT Services Unit leads digitalization processes and the management of IT systems, developing innovative solutions while ensuring quality, security, and continuity of operations. It oversees digital transformation projects by planning and implementing the digitalization of processes and the development of innovative services. Its activities include software design and development, system testing and maintenance, IT infrastructure management, and the administration of FUB’s hardware and software assets. This also encompasses the implementation of security policies, compliance with regulations, guidelines, and best practices in digital services and software development, as well as the management of multichannel user support.
The Unit’s specialized activities are structured into five key operational functions:
- Analysis and Software Design – This area manages digital transformation projects for public administration, using methodologies for process analysis and representation. Through requirement analysis and the identification of use cases, it defines the necessary specifications for system design. Its activities include the production of technical design documentation. The area follows best practices in project management and operates in compliance with relevant regulations and guidelines for digital service design.
- Software Management – Oversees the entire software lifecycle, from design to maintenance, with a strong focus on quality and security. It performs a thorough analysis of technical requirements, designs software architectures, and develops optimized solutions for performance, usability, and accessibility. Continuous software quality monitoring ensures compliance with regulations, guidelines, and best practices.
- Service and Platform Management – Ensures operational continuity and resilience of the institution’s IT services. This function involves planning and designing services, implementing preventive measures to mitigate risks, and guaranteeing platform availability. System performance and IT security are continuously monitored in compliance with internal directives and standards to prevent and manage potential cyber threats.
- Customer Service – Provides technical and informational support to both internal and external users through multiple communication channels, managing requests and problem resolution. To enhance user experience, it employs advanced CRM tools for service analysis and optimization. The Customer Service function also produces technical documentation, including guides, FAQs, and manuals, and coordinates staff training on operational procedures and regulatory compliance.
- Infrastructure Management – Responsible for the planning, design, implementation, and maintenance of the institution’s entire IT infrastructure. This function ensures the smooth operation of hardware components and network connectivity, both internal and external, providing stable and secure access to IT services.