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Ukraine’s National Agency on Corruption Prevention (NACP) has completed business process reengineering for its CRM call center with IT-Enterprise. This has been one of the many steps in cooperation between the teams since 2023. The upgrades made so far allow the NACP to speed up the previously configured processes and functionality, successfully tested during the previous period. The NACP team is committed to improving its business processes on a regular basis, particularly through digital solutions. 

Thanks to the subproject completed by the IT-Enterprise and NACP teams at the end of January 2025, the agency has already reported more than twice as fast processing of citizens' appeals by its internal team.

Having the digital tools and optimized CRM module functionality, the NACP departments can effectively control the workload of the call center. This has also enabled them to improve service quality by reducing queue time and call time, boosting operator performance, etc.

The updated version of the processes has also simplified access to BI analytics comparing the performance of the call center as a whole and each employee’s personal KPIs. This facilitates quick response to inquiries and customer support.

“The NACP is responsible for the key task of preventing corruption, which directly affects our country's global image. It is also an institution that promotes integrity in our economy. Therefore, we are honored to cooperate with the NACP team, offering innovations and modern digital solutions for their work,” said Oleg Shcherbatenko, founder and CEO of IT-Enterprise.

It is worth noting that the NACP and IT-Enterprise have been engaged in long-term cooperation and have implemented a number of projects together. Part of their previous work was aimed at refactoring and customizing the following blocks of the IT-Enterprise CRM module: a multifunctional call center management interface, performance monitoring, and coordination of CRM call center activities through the added standardized KPIs.

“The NACP team continues implementing cutting-edge digital solutions to make its services as accessible and convenient as possible for citizens. Thanks to our cooperation with IT-Enterprise, we have received tools to significantly reduce the appeal processing time, improve communications quality, and enhance the service level in real time,” adds Yevhen Semeniuta, Project Manager at the NACP.

In general, the CRM call center refactoring project has made the NACP's overall communication performance more efficient.

Thanks to the digital tools and close cooperation with IT-Enterprise, the agency continues to improve its feedback mechanisms, providing citizens with prompt and high-quality support.

Previously, the IT-Enterprise team has implemented multiple solutions to increase government transparency and make public services accessible to citizens. Among these projects is the digitalization of service delivery processes through the e-reception in the towns of Chervonohrad and Nikopol, implemented jointly with Danish partners from EUACI (EU Anti-Corruption Initiative in Ukraine).

IT-Enterprise, a Ukrainian product company, has been driving the digitalization of leading companies in Ukraine’s key industries for over 35 years. Among the company’s clients are Ukrposhta, Ukrzaliznytsia, Epicenter K, Interpipe, Ukrnafta, Biosphere, DTEK, APK-Invest, Olvia, Kovalska ICG, Kyivvodokanal, Comfy, Metro, and others. In the public sector, the company’s customers include NABU, the Defense Procurement Agency, Lviv City Council, Vinnytsia City Council, the Ministry of Science and Education, the Ministry of Infrastructure, the Ministry of Finance, ProZorro, the Antimonopoly Committee, and others.

The National Agency on Corruption Prevention (NACP) is a central executive body of Ukraine with a special status. It ensures the development and implementation of the state anti-corruption policies and acts in accordance with the Law of Ukraine “On Prevention of Corruption”.