Key Benefits
- Immediate and ongoing operational efficiency – With the new digital platform, DGERT is now able to manage thousands of certification processes centrally, with greater visibility, speed, and control. Response times have dropped drastically, errors have decreased, and the team can now focus on higher-value tasks. The entire workflow has been digitized, and monitoring is now done in real time.
- Flexibility and continuous evolution – The modular logic of the no-code platform allows the solution to evolve continuously, adapting to new legal requirements, procedural changes, and direct user feedback. DGERT’s technical teams can adjust elements of the solution without needing external intervention, ensuring full autonomy in managing the tool.
- Improved experience for certified entities – Training providers now have access to a single portal where they can submit applications, track the status of their processes, respond to requests for clarification, and communicate with DGERT, all online, with full transparency. The relationship has become closer, simpler, and far less friction-filled.
The starting point: manual processes, physical files, and slow turnaround
For years, the certification process at DSQA was anchored in entirely manual procedures.
Training providers would physically deliver dossiers containing all the required documentation, some running to hundreds of pages, which were then reviewed one by one and filed away.
Whenever there were gaps, inconsistencies, or errors, all communications were sent by registered mail. There was also a need to manage the entire archive, stored in a dedicated space, which supplied all the necessary documents whenever a request for consultation came in.
The entire certification process was manual. This resulted in a slow operation that was naturally more costly and prone to errors—one for which the technical team didn’t always have enough resources to respond as quickly as needed.
“The technology was working, but it could no longer keep up with the business’s evolution or users’ needs. We had a system that was critical to the country running on unstable infrastructure with blurred lines of responsibility. Change was urgent.” – Daniel Gomes, CEO | Masterlink
“We had an enormous physical archive. Processes came in on paper and were reviewed one by one. If something was wrong, they’d be sent back by mail. It was slow, inefficient, and errors were inevitable.” – Anabela Solano, Head of Services | DGERT
The solution: no-code technology as the foundation for real transformation
With Masterlink’s no-code platform, DGERT transitioned to a 100% digital system, hosted in the cloud, with uninterrupted operation and specialized technical support. But the most important part wasn’t just the technology—it was the design of a tailored solution, built around DSQA’s actual processes and needs.
Key elements of the solution
Highlights of the implemented solution:
- Full migration to the cloud, with 24/7 operation, backups, scalability, and disaster recovery;
- Unified digital portal, where all applications, renewals, and interactions with DGERT take place;
- User profiles with authentication via Citizen Card and Office 365, ensuring security and individualized access;
- Public web service for checking entities’ certification status;
- Management indicators and reports, with real-time data and greater predictability for audit planning;
- Fast onboarding of non-technical teams, enabling the upskilling of staff with no technology background;
- Full modularity, with the ability to adjust the solution based on feedback from the technical team, without the need for constant external intervention.
“We transformed an outdated infrastructure into a dynamic digital system, continuously adjustable to DGERT’s operational requirements, and we did it securely, transparently, and without any service interruption. It’s an example of what’s possible today in modernizing Public Administration” – Daniel Gomes, CEO | Masterlink
The impact: more autonomy, more security, more efficiency
With the new solution, DGERT took a qualitative leap in how it operates.
For the DGERT team:
- Elimination of physical archives and manual processes;
- Drastic reduction in the time needed to review and respond to requests;
- Centralized management with real-time indicators;
- Digital communication with full history, eliminating paper correspondence;
- Role upskilling, fewer repetitive tasks, more focus on analysis and quality.
For training providers:
- Digital submission of applications, with automatic data validation;
- Transparent access to process status and integrated communications;
- Independent management of users by profile and actions on the platform;
- Elimination of errors associated with password sharing or informal access;
- Elimination of physical document exchange and reliance on postal mail;
- Digital interaction with history, notifications, and fast response times.
“Today we can monitor each process more closely. We’ve gained visibility, agility, and control—all without losing closeness with the entities.” – Anabela Solano, Head of Services | DGERT
“We didn’t just design a solution. We built a solid, flexible technological foundation designed to grow alongside DGERT.” – Daniel Gomes, CEO | Masterlink
The digital transformation driven by Masterlink not only made it possible to automate processes, but also empowered DSQA’s own team.
Today, the Directorate’s own technicians operate the platform, adjust the solution, monitor processes, and provide first-line support to training providers—all without any programming training or technical background.
This autonomy demonstrates not only how accessible the technology is, but also its potential to strengthen digital skills within Public Administration.
A benchmark for Public Administration
The DGERT project represents a rare and exemplary success story in the public sector. It shows that it’s possible to evolve effectively, even within organizations with complex processes, and that the right technology—combined with active listening and commitment—can transform the delivery of public services.
“In our view, the greatest strategic benefit of this digital transformation lies in its ability to strengthen the effectiveness and transparency of our work as a public service, enabling us to be closer to the citizens and entities we interact with.” – Ana Couto de Olim, Director-General | DGERT
“Our partnership with our current technology provider has been marked by a strong capacity for listening, adapting, and staying committed to the goals we’ve set.” – Ana Couto de Olim, Director-General | DGERT
Future focus: scaling up and keeping pace with legal developments
The new platform is ready to respond to future legal changes, particularly the entry into force of the Single Digital Gateway, a European requirement with a direct impact on DSQA’s activity.
Beyond that, DGERT’s strategic vision includes extending digitalization to other service directorates. The modular, adaptable architecture of Masterlink’s platform allows for this expansion without disruption, maximizing the reuse of components and processes.
A solution built for the future of Public Administration
The project with DGERT demonstrates how Masterlink’s no-code platform can meet highly specialized needs with speed, security, and adaptability.
The modular logic makes it easy to keep up with legal changes, add new features, and scale to other areas of the organization. Technology is no longer a barrier—it’s become a lever for modern public service.
“Real digital transformation doesn’t end with the first project. That’s where it begins. We’ve built a solid foundation for DGERT to continue its digital journey, with speed, security, and independence.” – Daniel Gomes, CEO | Masterlink
Results by the numbers
- +3,000 active certified entities
- 100% service continuity throughout the migration
- Complete elimination of technical support gray areas
- Increased security and access traceability
- Integration with public systems (Citizen Card, Office 365, web services)
This project proves that modernizing Public Administration is possible, effective, and sustainable—when no-code technology is paired with commitment and active listening.
This project proves that modernizing Public Administration is not only possible, but effective and replicable, when the right technology is combined with a committed partner.
Masterlink has been involved in the digital transformation of several government entities, such as the General Inspectorate of Finance, the Directorate-General of Health, and Fundo Ambiental, and has established itself as the right partner for any public organization looking to turn critical processes into robust, evolving, people-centered digital solutions.
