The Agence Nationale d'Identification des Personnes (ANIP) is the Beninese public institution responsible for managing personal identification and delivering identity-related services across Benin.
As part of its mandate, ANIP handles particularly sensitive information and delivers essential services to the population. Security, confidentiality, service availability, and interaction traceability are therefore fundamental requirements of its operating environment.
Against this backdrop, ANIP wanted a solution capable of structuring its relationship with citizens, centralizing requests coming in through multiple channels, and improving how they're tracked — all while meeting the requirements tied to protecting identification data.
The challenge: centralizing requests without compromising security or traceability
The wide range of requests received by ANIP called for an operating model that would let teams handle them efficiently while keeping full visibility over their entire lifecycle.
This was about more than just setting up a call center. ANIP needed a genuine citizen relationship management environment able to bring together multiple communication channels, structure request-handling processes, and ensure full traceability of every interaction.
The solution needed to:
Given the nature of the data and services involved, security and confidentiality had to remain central to the architecture.
- centralize citizen requests
- structure how calls and requests are managed
- log and track incidents and enquiries
- make agents' work easier through the right procedures and tools
- consolidate data coming from multiple channels
- give managers an overall view of activity
- support ANIP's evolving needs over time
ALIBORA's response: an integrated citizen relationship management environment
To meet these requirements, ALIBORA designed and deployed an integrated solution combining a contact center, ticket management, multichannel communication, and performance monitoring.
At the heart of the setup, the Foniva platform serves as the technology foundation for centralizing and organizing citizen interactions.
Deploying Foniva and integrating telephony
ALIBORA deployed Foniva to structure ANIP's phone communications and give agents a dedicated environment for managing calls.
The platform was connected to ANIP's telephone infrastructure through a SIP integration with SBIN.
This architecture centralizes communications and establishes a phone environment better suited to contact center operations.
Structured, traceable request management with GLPI
To round out the contact center setup, ALIBORA integrated a ticket management solution built on GLPI.
This component records requests, categorizes them, assigns them to the right teams, and tracks them through to resolution.
Ticket-based management adds a further layer of traceability by keeping a structured history of requests and the actions taken to resolve them.
Together, Foniva and GLPI go beyond simple call handling to deliver a complete workflow for processing citizen requests.
From call center to multichannel contact center
The system gradually evolved to give citizens more ways to get in touch.
ALIBORA integrated WhatsApp with Foniva, allowing ANIP to move toward a multichannel model.
The contact center now supports three main channels:
This gives citizens a choice of communication channels while letting ANIP's teams keep a more centralized view of exchanges.
Moving from a traditional call center to a multichannel contact center marks an important step in modernizing ANIP's citizen relationship model.
- phone calls
Training teams to make the most of the new tools
The project's success also depended on how well agents adopted the new platforms.
ALIBORA therefore trained ANIP's teams on the different components of the solution.
These sessions helped agents get comfortable with the tools available to them, understand how requests are handled, and adopt the practices needed to serve citizens consistently and effectively.
The goal was to make sure the technology genuinely supported day-to-day operations and improved the quality of request handling.
Consolidated oversight through an interactive dashboard
To give managers better visibility into contact center activity, ALIBORA also built an interactive dashboard.
It consolidates information from the different tools and tracks activity related to calls and tickets.
Managers now have indicators that help them understand request volumes, spot trends, monitor operational performance, and identify areas for improvement.
Data becomes a genuine tool for managing the citizen relationship.
A solution built to evolve over time
ALIBORA's involvement doesn't end with the initial rollout.
Ongoing support and evolutionary maintenance make it possible to fine-tune the platforms, keep them running smoothly, and add new features as needs change.
This keeps the system aligned with ANIP's operational evolution and citizens' changing expectations.
More centralized, traceable, and scalable request management
Implementing ALIBORA's solutions has given ANIP a more structured environment for managing its interactions with citizens.
Together, Foniva, SIP telephony, and GLPI centralize communications, organize request handling, and improve traceability.
Bringing calls, email, and WhatsApp together in a multichannel approach makes it easier for citizens to reach ANIP's services, while giving teams a more unified environment to work in.
The interactive dashboard also gives managers a consolidated view of activity and objective data to track performance.
Finally, evolutionary maintenance ensures the system can keep pace with the organization's future needs.
Through this work, ALIBORA has helped move ANIP's citizen relationship management toward a model that is more secure, centralized, measurable, and scalable — one suited to an institution responsible for sensitive identification data.
