Belarusian Officials Deploy Russian IT Product
Service operations have become more transparent and response times have improved: the Information Technology Center of Belarus’ Ministry of Labor and Social Protection has completed the rollout of Elma365 Service Desk, a digital platform designed to manage business processes.
The IT product was developed by Russian software company Elma and deployed in Belarus by the company’s partner, systems integrator Compit Expert. After Elma365 Service Desk was deployed, the Information Technology Center was able to process client requests faster, consolidate all requests within a single digital environment and make service operations easier to manage.
Handling Requests in the Social Services Sector
Fast and accurate request processing was critical because the Information Technology Center of the Ministry of Labor and Social Protection supports government information systems for social protection, employment and pensions. The number of requests is increasing every day, adding to the IT team’s workload. Previously, however, requests and inquiries arrived through separate, disconnected channels – email, phone and messaging apps. That created problems: requests could be lost, processing slowed and there was little visibility into service operations.
Building Manageable Service Support
The rollout of ELMA365 Service Desk created a unified digital environment for service support, centralizing requests and processing them under consistent rules. The system sorts requests by type, routes them to the responsible departments and then tracks resolution deadlines. It also includes interactive analytics dashboards showing staff workloads, request-processing speeds and recurring incidents. ELMA365 Service Desk was also integrated with the organization’s corporate infrastructure and email services.
After the IT product was deployed, Information Technology Center employees saw the first results: request-processing time fell 40%, incidents are now resolved in an average of three to five hours, and compliance with established procedures reached 95%. All requests were brought into a single environment, making their management far more transparent without increasing the Center team’s workload.
Elma says projects like this show growing public-sector demand for a platform-based approach. The rollout of Elma365 Service Desk will not mark the end of the Information Technology Center’s digital ecosystem development: plans call for expanding the system’s capabilities and adding modules, including tools for project management and document workflows.
Faster Response, Tighter Oversight
The digital platform has helped the Information Technology Center resolve technical problems faster, process requests more quickly and strengthen oversight of responses to citizens’ requests. That matters particularly because the organization helps people address issues involving social protection and pensions.
The project also has a clear export dimension. Elma and Compit Expert previously signed a strategic partnership agreement and announced plans to bring the Russian platform to the Belarusian market. That is particularly relevant as customers move away from products supplied by foreign vendors. Deploying Elma365 Service Desk at the Labor Ministry’s Information Technology Center creates a path for further sales and deployments across the country’s public sector. Over time, the platform could be replicated at other Belarusian government agencies and large companies.
For Russia’s IT industry, the project demonstrates the effectiveness of a model in which a Russian developer supplies a digital platform while a certified local integrator handles deployment and support. In the future, platforms built on this model could become export products not only for Belarus but for other Commonwealth of Independent States countries as well.
