The engagement
A delivery record, from context to outcome.
Delivery journal
The decisions behind the outcome.
The engagement is broken into chapters so the reasoning, intervention, and delivered value are straightforward to assess.
Chapter
Challenge
Intake and follow-ups were spread across multiple channels (forms, email, phone), with manual validations and limited real-time visibility into claim status. This led to delays, data errors, repeated follow-ups, and poor traceability during escalations.
Chapter
Solution
Implemented a .NET 8 microservices architecture (Minimal APIs) with clear domain separation (intake, documents, validation, decisions, notifications). On the front end, an Angular application served two journeys: members (submission, documents, tracking) and analysts (triage, checks, decisions). Delivery was industrialized with GitHub Actions CI/CD and a full testing strategy (unit, integration, E2E, contract).
Chapter
Security & compliance
Audit-driven design: action logging, inter-service correlation, least-privilege access, and hardened endpoints. Aligned with governance and data protection requirements typical for a Québec insurance environment (controls, traceability, access management).
Chapter
Outcome
A unified, measurable journey with fewer manual follow-ups and higher case quality. On the delivery side, manual deployments were removed, production regressions decreased (~37%), and MTTR improved (~24%) through observability (OpenTelemetry, Dynatrace, Splunk) and end-to-end correlation.
Next step
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