SECO operates one of the largest governmental service desks in Switzerland: around 700 agents supporting internal stakeholders, external users, and unemployment agencies. Over a multi-year partnership, Digilac has helped SECO run and evolve this critical infrastructure — from daily operations to its biggest architectural shifts.
When internal security requirements and GDPR compliance called for leaving the cloud, Digilac orchestrated a reverse migration to a dedicated, self-hosted data-center environment — delivered with a comprehensive migration plan, rigorous validation, and zero data loss. We then consolidated the fragmented environments that had grown over time into a single, streamlined platform, re-engineered as a fully clustered, high-availability Atlassian architecture built for government-scale reliability.
On top of this foundation, we optimised the service desk itself: advanced workflows, intelligent automation, and onboarding strategies that integrated 70+ new local-agency agents seamlessly while improving request handling, SLA performance, and scalability for further expansion.