CUSTOMER STORY

Separating internal work support from public online-service guidance in remote support

Internal staff get support for security policy, document work, and portal access, while public-service users are guided through online forms, attachments, and browser settings. Separating access paths and consultation scope for internal vs. external secures both safety and convenience.

ClientMinistry of Unification

ProductANYSUPPORT · PC

Use TypePublic · Internal + Citizen support

BACKGROUND

Background

UsersMinistry staffPublic-service usersIT operations staff

Challenge

When internal-staff support and public online-service support mix, network and permission control can grow complex.

Key Objective

A dual-track model that separates access path, agent, and record policy by support target is needed.

After

Separated internal/external support
Easier civil-service processing
Keep consultation, action, and completion data as standard records for operational improvement

SCENARIO

Remote Scenario

Ministry staff

Sort inquiry channel

Inquiry no. · consent

Public-service user

Confirm consultation purpose

Session ID · agent

Public-service user

Permission-based remote access

Issue type · action log

IT operations staff

Act on work or civil case

Approval · handoff · change

Detailed Scenario

Internal staff get support for security policy, document work, and portal access, while public-service users are guided through online forms, attachments, and browser settings. Separating access paths and consultation scope for internal vs. external secures both safety and convenience. A dual-track model that separates access path, agent, and record policy by support target is needed.

OPERATION

Security Controls

Separate internal/external support channels
User-approved access
Least-privilege remote control
Manage access and personal-data handling logs

Operational Risks

Mixing citizen and internal support records
Weak identity verification of applicants
Internal-network access repurposed for external consulting

PERFORMANCE

Recommended KPIs

Public-service completion rateBaselines and targets to be set from real operational data

Civil-service re-submission rateBaselines and targets to be set from real operational data

Internal incident handling timeBaselines and targets to be set from real operational data

Data/permission control complianceBaselines and targets to be set from real operational data

Rollout Phases

1. Design

Define internal+citizen support targets, consultation scope, connection paths, and agent groups.

2. Apply

Deploy ANYSUPPORT in the PC environment and validate operating scenarios with representative inquiry types.

3. Optimize

Analyze consultation data around public-service completion rate and re-submission rate, and expand standard playbooks.

Separating internal work support from public online-service guidance in remote support

Background

Challenge

Key Objective

After

Remote Scenario

Sort inquiry channel

Confirm consultation purpose

Permission-based remote access

Act on work or civil case

Detailed Scenario

Security Controls

Security Controls

Operational Risks

Recommended KPIs

Rollout Phases

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