Case Study | Public Digital Services Operator

With LightOn, public digital services operators turn years of support tickets into answers their teams can use

How do you turn thousands of support tickets and complex documentation into knowledge your teams can use right away? With LightOn, a public digital services operator unlocked years of information that had been hard to reach, while keeping people at the heart of support.

Rich knowledge, but hard to use

The operator provides digital services to dozens of local authorities and public bodies, serving several hundred thousand residents.

Its work generates a large amount of knowledge: vendor documentation, internal procedures, team expertise and thousands of support tickets.

But this knowledge was hard to use. When a known problem came up again, finding the solution meant tracking down the right ticket and pulling the useful information out of it. Teams sometimes rebuilt answers that already existed, and relied on vendor documentation that could be long or incomplete.

Our information asset is all the tickets in our ticketing system that deserve to be put to use.

— General Secretary of Services, public digital services operator

An assistant that augments support

With an assistant built on LightOn's Paradigm platform, the operator brought its knowledge sources together: vendor documentation, technical resources and support ticket history.

More than 5,000 historical tickets have already been integrated.

The assistant searches the available information, returns it as structured answers and guides the user when a request takes several back-and-forths.

The goal is not to replace the teams. It's to help them reach the right information faster, while keeping the human closeness that gives the service its value.

30% of HR tickets resolved with the assistant

Over the summer, part of the HR specialist team was away, and less experienced colleagues had to take over.

Usually, when a question couldn't be answered internally, the ticket was escalated to the vendor, at a cost. This time, the assistant was used as the first level of investigation.

During this first test phase, 30% of the HR tickets concerned were resolved with the assistant's help and closed directly.

That result came in July, before the full ticket history had even been integrated.

The teams also highlight the quality of the answers: structured, easy to understand and ready to act on.

A partnership built around the project

For the operator, choosing LightOn was not only about technology. It was looking for a partner who understood its business problem and would build the solution with its teams.

The value was working with someone who understood our project.

— General Secretary of Services, public digital services operator

This co-building approach is now set for the long term, based on trust, support and concrete proof of value.

Turning history into living knowledge

By making thousands of mostly archived tickets searchable, the operator is gradually turning its support history into a living knowledge base.

The stakes go beyond productivity: building on years of experience, resolving requests faster and improving the service delivered to local authorities.

This operator turned 5,000 archived tickets into answers.

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