VKI: Secure and Scalable Process and Service Platform
Successfully Implemented with Jira Service Management
- Atlassian
- JIRA
About VKI
The Verein für Konsumenteninformation (VKI) is one of Austria’s leading non-profit organizations in the field of consumer protection. It advocates for consumer rights and provides independent, reliable information.
In addition to handling inquiries related to contracts and legal disputes, several internal departments manage complex workflows and work closely with external partners and systems to ensure comprehensive service delivery. VKI places the highest value on data protection, transparency, and compliance with legal requirements—essential when dealing with sensitive topics and cases.
The Challenge
VKI was looking for a solution that would significantly simplify customer service and internal support while ensuring clear structure and rule-based processes. Both the service team and multiple internal departments had to handle a large volume of inquiries from diverse areas.
Additionally, external systems needed to be integrated, with their data flowing seamlessly into VKI’s internal workflows. Since a large portion of the inquiries involves contracts and legal cases, protecting sensitive information was of utmost priority.
Our Approach: The Path to a Scalable Platform for Request-Based Workflows
At the outset, a thorough analysis was conducted: In joint workshops, ByteSource examined the existing system landscape, not only documenting processes but also questioning them critically. Where necessary, we introduced new workflows aligned with recognized best practices—with the goal of modernizing ways of working and making them future-proof.
At the core of the solution was Atlassian Jira Service Management—a platform that seamlessly connects service requests, incident management, change processes, and configuration management. The VKI employees received intensive training from us to not only operate the software but also fully leverage its potential for their individual requirements. In practical, hands-on sessions, the teams acquired the know-how to manage different request types in a structured manner, use automations effectively, and build a comprehensive asset management system.
Through clearly defined roles, user permissions, and access rights, ByteSource also established a reliable responsibility framework.
A key success factor was the introduction of citizen development: selected subject-matter experts were specifically empowered by us to independently implement simple adjustments and automations. This participatory approach not only increased acceptance of the new solution but also fostered a sustainable culture of innovation within the organization.
Our approach consistently aimed to maximize knowledge transfer—ensuring that VKI not only uses the solution effectively but can also independently implement future enhancements.
The result: alongside business-oriented workflows such as an automated hardware ordering process and a structured escalation path for incidents, tailored forms and a holistic asset management system were created, aligned with established standards—technically robust and methodologically future-ready.
The Result: Scalable Platform, Operational Efficiency
Today, all contacts, devices, and services are centrally recorded as assets—many of them automatically imported from external systems. Targeted plugins such as Microsoft 365 for Jira, SharePoint Connector, Power BI Connector, OKR Board, and JXL Sheets expand the platform’s capabilities exactly where VKI gains concrete value.
Issue Security ensures that only authorized individuals can access sensitive cases. Confluence serves as a central knowledge platform—for both handling inquiries and maintaining internal documentation.
VKI now operates on a stable and scalable foundation for request- and process-driven workflows that not only supports internal operations efficiently but also integrates external interfaces and partners in a professional manner.
Implemented workflows extend far beyond customer service processes and include nearly all operational procedures—from procurement aligned with the Austrian Federal Procurement Act to editorial workflows and the management of litigation databases.
External partners—such as the Austrian Chamber of Labour (AK) and the Federal Ministry of Social Affairs, Health, Care, and Consumer Protection (BMASGKPK)—were also connected via specific interfaces and GUIs.
Jira dashboards are displayed on every floor of the newly renovated building at the Naschmarkt, making performance metrics visible to all employees on a daily basis.
Around 95% of all requirements can now be implemented independently by the VKI team. Approximately 4,000 inquiries are handled each month, and around 5,000 assets are managed. Depending on complexity, the average processing time is 5 to 6 days, spread across roughly 25 service projects per quarter.
With this solution, VKI successfully handles a high volume of inquiries—securely, efficiently, and to the full satisfaction of everyone involved.
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