Key Benefits
- A single source of reliable, traceable, mission-critical information – DGERT now has a central foundation for collecting, processing, and consulting information in areas of high institutional demand. Centralization reduces fragmentation, ensures a structured history by request/process, and strengthens monitoring and reporting capabilities. Evidence: in SDG, service requests from different channels are now recorded in a single database; in the dismissals process, the need to eliminate duplicate records across multiple systems led to the adoption of a single platform.
- Standardization and reduced administrative work, with progressive automation – Structured workflows and standardized fields enable more complete and consistent information to be collected at intake, reducing requests for clarification and rework. Where applicable, the platform created enables progressive automation (for example, automatic responses to recurring topics). Evidence: in SDG, 58% of requests completed in January were already answered automatically from a catalog.
- A cross-cutting, reusable infrastructure built to scale – The platform was deployed as a common foundation, supporting different areas and levels of criticality while maintaining consistency and governance. This approach allows the solution to evolve continuously and respond to new requirements without starting from scratch. Evidence: the same technology foundation supports two SDG units (DSQA and DSEFP) and critical processes related to dismissals and strikes/minimum services (DSRP/DEE).
A common foundation for distinct realities
Although they address different contexts, the three areas share essential principles: the need for reliable information, traceable processes, critical deadlines, and impact on multiple stakeholders.
The Masterlink no-code platform makes it possible to centralize data, optimize workflows, and create a common technology foundation, reducing redundancies and dependence on parallel tools, while ensuring continuous evolution in line with legal and operational requirements.
Key elements of the solution
Highlights of the implemented solution:
- Traceability and a structured history by request/process, supporting transparency and accountability.
- Data control and consistency, reducing fragmentation and the risk of errors associated with parallel records (multiple databases and spreadsheets).
- An access model tailored to the sensitivity of each process, with stronger governance in critical contexts (e.g., dismissals and strikes/minimum services).
Solution implemented: a digital assistance center
The Masterlink Platform went live in October 2025, creating a digital assistance center for SDG. The goal was to centralize information in a single system, integrating requests coming in through different channels and enabling structured tracking of their status.
The solution makes it possible to:
- log requests and centralize critical information, regardless of the channel of entry;
- track status, responsibilities, and history for each request;
- strengthen traceability and support reporting;
- build a foundation for progressive automation and continuous improvement.
“This allows us to have all the centralized information in a single database, with gains in organization and, subsequently, in the speed of processing that information.” – Alexandra Teixeira, Head of Department | DESFP | DGERT
Early results and indicators
Although still recent, the system is already showing measurable results, particularly in the certification area: “In January, of the 132 information and support requests completed, 58% were already handled automatically.” In the area of professional qualifications recognition, 63 requests have been logged since November, 81% of which came in directly through the platform. As for response times, most are handled quickly: “Most responses are being given in under 24 hours.” Anabela Solano | Head of Department | DSQA | DGERT
Continuous evolution by design
DGERT’s experience highlights a core feature of the Masterlink Platform: its ability to evolve continuously and serve as a cross-cutting, reusable foundation for different services and levels of criticality.
Rather than addressing isolated needs with one-off solutions, the platform makes it possible to consolidate a common foundation and expand digitalization consistently — incorporating new legal and operational requirements, adjusting processes, and strengthening governance, all without starting from scratch or relying permanently on traditional development.
DGERT’s experience shows that modernizing critical services can be fast and well-governed — and, above all, replicable across other organizations when built on a technology foundation that is reusable, secure, consistent, and designed to evolve.
