Our Projects
We have successfully implemented projects across various sectors and countries, delivering tailored solutions to meet diverse needs. Our expertise spans multiple industries, including healthcare, banking, e-commerce, manufacturing, tourism, and public administration, where we have developed and deployed effective process management solutions. Below is an indicative list of our projects, showcasing our experience and impact.
Performance Management
Smart Processes, in collaboration with “Strong Municipalities” project, launched a project to enhance local government performance measurement and reporting. The initiative identified 64 data points and 40 KPIs to strengthen national performance assessment. A comprehensive Performance Management System (PMS) manual was developed, detailing data and indicator passports.
Training materials and regional workshops were designed to help 30 municipalities improve data collection, verification, and the use of the SMP information system. In-person and online training ensured real-time data recording, supported by continuous coaching and assistance. A strong focus on data quality included accuracy checks, discrepancy identification, and corrective guidance. Transparent communication within the SMP information system reinforced accountability and improved performance management.
Client: Strong Municipalities Project
Founded by: Swiss Agency for Development and Cooperation
Software for Nursing Homes
Managing a Health Care Residence is a complex task that involves both administrative and healthcare processes. Ensuring efficiency requires a well-structured approach to streamline operations. Smart Processes offers specialized tools designed for comprehensive 360-degree healthcare residence management.
Their solutions integrate both management and healthcare workflows, enhancing overall efficiency. The platform facilitates seamless coordination between different departments within the Health Care Residence. By optimizing resource allocation and service delivery, it improves patient care and operational effectiveness. With Smart Processes, Health Care Residences can achieve higher standards of management and healthcare excellence.
Client: Il Picchio, Italy
E-Commerce
The e-commerce application allows customers to promote their products online and book services seamlessly. It supports various booking scenarios, including scheduled appointments and quantity limitations. Special booking cases, such as price discounts for different buyer categories, are also integrated.
The platform is designed to be flexible and adaptable to diverse service and product needs. It ensures a smooth and efficient booking process for both businesses and customers. Online payments are supported through NEXI, PayPal, and other preferred providers. This comprehensive approach enhances convenience and improves the overall user experience.
Client: RSA
Web Portal for Tourism
The “AORTAS” project aims to create an integrated online platform for the digital heritage of the Municipality of Tirana. This platform will provide open access to both national and international visitors, enhancing cultural exploration. It will showcase historical and cultural assets in a digital format, making them more accessible to a wider audience.
The project will also offer new opportunities for local communities involved in cultural heritage production. Tourist agencies, operators, and authorized guides will benefit from improved visibility and promotional tools. By leveraging this platform, they can expand their reach and attract a global audience. Ultimately, “AORTAS” will strengthen cultural engagement and boost tourism in Tirana.
Client: UNOPS & Ministry of Economy, Culture and Innovation
Electronic Data and Practice Management System
The Commissioner for the Right to Information and Protection of Personal Data, in collaboration with Smart Processes, has developed an IT system to streamline data management. This system enhances the efficiency of the Protocol-Archive Office, which is responsible for registering and archiving all incoming correspondence and documents. It ensures compliance with existing regulations by properly handling written messages, faxes, and express mail.
The primary objective is to establish a digital platform that improves data management within the Commissioner’s office. By reducing processing time, the system optimizes work procedures and enhances human resource efficiency. It enables the scanning and uploading of documents directly into the institution’s archive. Both the Protocol-Archive Office and responsible departments can manage and store documents along with their accompanying materials.
Client: Data Protection Commissioner
Contract Management System
“Smart Processes” developed the Contract Management System to centralize contract data and streamline management. The system eliminates manual workflows, such as Excel-based tracking, by ensuring data is entered only once for greater efficiency. It serves as an effective tool for managing contract details, terms, involved parties, due dates, and related documents.
The Contract Management System provides a secure and user-friendly solution for overseeing contracts. Users can create new contracts, review contract history, and monitor ongoing agreements. Staff members can record their activities, enabling better tracking and oversight. Additionally, the system enhances reporting visibility for institutional managers, offering clearer insights into contract statuses.
Client: Municipalities
Public Administration: Services for Emigrants
The main objective of this project is to develop an online platform that provides a comprehensive directory of public services in Albania for returning emigrants and other citizens. The web application aims to make information easily accessible, clear, and simple to navigate. It supports individuals planning to return or already in Albania by offering structured and user-friendly access to essential services.
The platform is also a valuable tool for the National Agency for Employment and Skills (NAES), enabling employees to assist returnees more effectively. Other entities, such as municipalities and civil society organizations, can also benefit from this resource. Since many returnees may not be highly skilled in using web applications, the platform refines search results based on specific criteria for easier navigation. Additionally, supporting materials, including user manuals, video tutorials, research, consultancy services, and awareness videos, will enhance accessibility and engagement.
Client: Deutsche Gesellschaft für Internationale Zusammenarbeit (GIZ) GmbH – German Development Cooperation Office
School Health Index (SHI)
The School Health Index (SHI) is a tool developed by Smart Processes to support schools in evaluating and enhancing their health policies and programs. It provides a structured approach to assessing key areas of school health. The tool helps schools identify strengths and areas for improvement in their health initiatives.
SHI covers various aspects, including physical activity, nutrition, tobacco use prevention, and safety measures. By using this tool, schools can create action plans to promote healthier environments for students. It encourages collaboration among educators, administrators, and health professionals. Ultimately, SHI helps schools implement effective strategies for long-term health improvements.
Client: Swiss Agency for Development and Cooperation (SDC) & Save the Children
Online System for Managing Contracts
Managing contract information is a complex and time-consuming process, especially with manual workflows. An effective and automated contract management system is essential to streamline operations. The Online System for Managing Contracts centralizes contract data, ensuring better control and efficiency.
Its primary goal is to eliminate manual data processing, such as Excel-based tracking, by allowing data entry only once for improved accuracy and user experience. Smart Processes offers a range of services, including requirement gathering, use case development, and web-based application creation. Additionally, they provide staff training, software handover, and ongoing maintenance for one year. Troubleshooting support is also included to ensure smooth system operation.
Client: Municipalities
Air Pollution Monitoring
Save the Children has developed the “Children Stand UP” project, involving children and young people, teachers, and educators in Italy and Albania, as well as government officials at the local level in four Albanian municipalities. The main goal of the project is to change the behavior of the young population in Italy and Albania towards more sustainable lifestyles.
This has resulted in reduced pressure on the environment. The project also aims to empower young people to advocate for the inclusion of climate change mitigation measures. These measures should be integrated into institutional planning. By engaging multiple stakeholders, the project has promoted awareness and active participation in environmental sustainability. Ultimately, it seeks to foster a long-term commitment to climate action among the younger generations.
Client: Save The Children
Management System: Distribution of Bank Cards
Smart Processes developed and implemented the Bank Card & PIN Management Software, providing an efficient solution for managing the entire card and PIN life cycle. This software ensures secure administration from pre-issuance to post-issuance, enhancing operational efficiency. It enables banks to track new card deliveries and maintain a detailed history of issued cards.
With robust PIN management and monitoring modules, the system strengthens security and compliance. It also helps banks reduce costs by streamlining reporting and operational workflows. The software is highly adaptable and configurable to meet the specific needs of each institution. Its flexible implementation ensures seamless integration with existing banking systems.
Client: Alpha Bank
Management Software: Budgeting
Smart Processes supported municipalities in improving their budget planning cycle to enhance accountability, transparency, and citizen participation. A total of 52 budget surveys were developed and used to encourage greater public involvement in the planning process. The company assisted municipalities in integrating performance information into the Medium-Term Budget Preparation (MTBP) formats provided by the Ministry of Finance.
To promote e-participation, 20-30 interactive dashboards were created, allowing citizens to provide feedback on budget plans. Regional workshops were conducted to transfer knowledge on interactive budgets, reports, and data quality. Additionally, 30 municipalities received support in completing data reporting for the MTBP formats. Hands-on training was also provided on data storage, quality assurance, and linking data with budget indicators.
Client: Municipalities
Tax and Fee Management Software
The Local Taxes and Tariffs Administration System was implemented to improve service quality through increased transparency, reduced processing time, and lower costs for citizens. Efficient revenue collection is essential for financing development and promoting good governance. The system was introduced to streamline the municipality’s revenue management processes, addressing the challenge of providing administrative services across the entire city.
Smart Processes was responsible for the technical implementation of the system and providing consulting services to optimize various administrative processes. Staff training was also conducted to ensure smooth operation of the system. Ultimately, the system contributed to improved local tax collection, greater transparency, and higher service quality.
Client: Municipalities
Management Software: Customer Relationship Management (CRM)
Customer Relationship Management (CRM) is a strategy that helps businesses manage interactions with current and potential customers through technology. It typically involves a centralized database to store customer information such as contact details, purchase history, and preferences. CRM systems support lead management by tracking and guiding leads through the sales process from acquisition to conversion.
Sales automation tools within CRM help streamline processes with activity reminders, email templates, and sales forecasting. Marketing automation capabilities allow businesses to optimize campaigns, track customer engagement, and measure ROI. CRM systems also enhance customer service by providing agents with access to customer data, support ticket tracking, and case management. Additionally, CRM software offers reporting and analysis features to track key metrics, make data-driven decisions, and integrate with other business applications.
Client: ISO Certificate Company
Web Portal: Management of Statistical Data and BI for Children
UNICEF in Albania provided technical support to the State Agency on the Rights and Protection of the Child (SACRP) to define the content of DCM 636, based on the evaluation of the previous Decision on data exchange. Following the approval of DCM 636, UNICEF continued assisting SACRP in creating data-gathering instruments for collecting information from responsible institutions. The need for an online data platform emerged from consultations with governmental institutions and data users requiring regular publication of child-focused statistics.
Smart Processes developed an online platform to serve as a central data bank, consolidating all collected data for the indicators. This platform also functions as a repository for statistical information and corresponding methodological notes, compiled by SACRP from responsible institutions. It offers customized graphical visualizations for each indicator at national and subnational levels. The platform was designed to be browser-accessible, allowing users to view data in tables, graphs, and downloadable formats for each indicator and its subcategories.
Client: United Nation Children Fund’s (UNICEF)
Grant Management System
The project, initiated in October 2019, was a collaboration between Smart Processes and LëvizAlbania to create a new management and accounting system to support local democracy initiatives. The Grant Management System (GMS) is a web-based platform designed to manage the entire grant life cycle for all funds an organization handles. It serves as a crucial tool for fund managers, streamlining allocations and enhancing communication among stakeholders.
The GMS system enables a risk-based management approach and supports fund managers in implementing due diligence and control mechanisms. It also ensures proper monitoring and evaluation of fund management performance. The system tracks the speed and quality of processes such as allocations, fund disbursements, monitoring, reporting, and audits. Additionally, GMS’s Business Intelligence modules provide publicly accessible real-time data, including financial commitments, allocations, geographic coverage, and funding distribution.
Client: Granting Organization
Management Software: Municipal Assets
Smart Processes developed an information system to manage municipal assets, focusing on the inventory of forests and pastures. The system digitizes the inventory of forests and pastures transferred to municipal ownership. It also handles requests from entities seeking to use public forest and pasture areas. Additionally, it manages contracts between the municipality and entities regarding these public areas. The project aims to improve the management of resources, increasing income and ensuring transparency for citizens. Key objectives include creating a comprehensive inventory, enhancing data security, and improving contract management. Ultimately, the system enhances the municipality’s transparency and efficiency in managing resources.
Client: Municipalities
National Register of “Requests for Public Information”
More than 200 institutions use the system to respond to citizens’ “Request for Information” under Law 119/2014. “Smart Processes” was responsible for analyzing service delivery without an electronic system and designing a method for electronic service delivery. The company created the Electronic Registry of Requests and Responses on the Right to Information. It also evaluated the institutions’ hardware and software infrastructure and implemented the system across various public institutions. Staff training was provided for coordinators handling information requests, and ongoing support was given. The system benefits include faster, more cost-effective access to public information, improved transparency, and better service quality for citizens. It also allows for tracking and managing requests at every stage, offering direct communication channels with coordinators.
Client: Data Protection Commissioner
Management Software: Digitization of Social Services
The Social Services Plan addresses local needs, empowers responsible structures, and improves service distribution, with consultancy from “Smart Processes” for its preparation. Implementation was supported by a software system for designing, planning, and monitoring the social services plan. This system centralized data collection, streamlined coordination between social service structures, and monitored plan implementation. It helped evaluate whether objectives were met and improved cooperation among stakeholders. Additionally, the system facilitates preparing future plans by providing a reference database and aiding decision-makers in updating policies. The system collects data on public institutions, NGOs, and service beneficiaries, ensuring coordinated information for the entire region. Its flexibility allows quick adaptation to changes, ensuring long-term sustainability of the system.
Client: Save the Children
Web Portal: Budget Transparency
“Smart Processes” created the Smart Budget Transparency System to help citizens and civil society organizations monitor municipal expenses. The system simplifies complex budget data for better public understanding and includes geo-referencing for municipal projects. It allows citizens to see where and how their taxes are spent in their local areas. The system promotes active citizen participation in budget planning and implementation. It consists of three main modules: Income and Expenses, My Taxes, and Mapping, all accessible via Google Maps. The platform improves public access to financial information, encouraging more involvement in municipal financial decisions. Additionally, it raises awareness about tax contributions, fostering greater accountability for municipal investments.
Client: Helvetas Swiss Intercooperation (HSI)
Management Software: Human Resources
Smart Processes developed an online document and HR management platform for Terre des Hommes (Tdh). The system consists of two key modules: Employee Files and e-Docs. The Employee Files module handles HR functions such as employee records, leave requests, performance reviews, and salary management. The e-Docs module facilitates document storage, versioning, and metadata management. Users can upload multiple versions of documents and access previous versions when needed. The platform enhances document tracking by showing who uploaded a document and when it was done. This solution streamlines HR operations and document management for Tdh.
Client: Terre des hommes
Municipality: Management System, Administrative Services
Smart Processes implemented the Integrated One-Stop-Shop System (IOSSh) to enhance administrative services in six municipalities. The project began with developing a theoretical model for a One-Stop-Shop in local government. The IOSSh model was designed to adapt to frequent legal and administrative changes in Local Government Units (LGUs). It aims to support the implementation of the Territorial Administrative Reform (TAR). Smart Processes developed a methodology that includes identifying services offered by local authorities and consolidating them into a Unified Services List. The team also mapped services with functions and reengineered process flows for the IOSSh model. The project includes consultations with partners and documentation of each service’s process flow.
Client: Helvetas Swiss Intercooperation (HSI)
Management Software: Human Resources
The objectives of this project were to implement and set up the GIS software, which included data about 79 Health Centers for 2 Districts. The activities included; reviewing documents and datasets; visiting Health Centers and organizing meetings with the Directors of Public Health, the Regional Directors of the Health Insurance Fund, and the Directors of Health Centers.
The software offers a mapping of data and includes:
- Data set of Health Centers locations.
- The catchment area of each of the Health Centers.
- Data related to the demographic population for each of the Health Centers.
- Data related to equipment and condition of the Health Centers.
- Data related to Human Resources of the Health Centers: nurses, doctors.
Health for All (HAP)
Founded by: Swiss Agency for Development and Cooperation
