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The Federal Procurement Agency (BBG) is the buying provider of the public authorities in Austria. With their contracts, the BBG provides approx. 1,5 Mio products and services to the administration. By bundling requirements, the costs can be reduced by 18%.
The BBG’s clients are not only federal agencies, but also each one of Austria’s federal states and every third Austrian community. A big part of the state-owned organisations, universities and health organisations take advantage of BBG’s contracts and services. In 2016 the BBG reported procurements of 1,34 Billion Euro.
Buying portal, information portal, billing portal – the e-shop is more than an online catalogue shop of Austria’s public authorities. Alongside the possibility to order and product information, you can find information about the contract and the whole process from ordering to administrating e-bills.
Thus, products and services can be bought more efficiently and guarantees the public procurement law. This reduces costs and increases the transparency in professional buying.
To reach these high business and law requirements on a modern buying and information portal, the BBG has revised an operational concept with a new design.
A selection of improvements and new functions:
All benefits of the e-shops can be used not only from the procurement of BBG contracts. The e-shop also offers to administrate the client’s contracts and electronic catalogues. Thus, extensive approaches for improvement unfold by reducing the channels of buying, standardised processes and an increasing transparency of the whole operative procurement process. These are the fundaments to manage all the various challenges successfully and efficiently.
In close co-operation with the BBG team, USECON chose a mix of quantitative and qualitative User Experience & Customer Experience methods in early stages of the project to collect actual experiences of the BBG clients and to develop strategic User Insights for the future e-commerce system. Various context interviews with clients were executed, an e-commerce best practise analysis was done and a strategic segmentation workshop together with the project team was planned.
Built on these results, Personas for the new e-commerce portal were developed as well as first drafts of storyboards and prototypes in various Experience Reviews were evaluated in detail. The focus lay on subjects like the search function, easy and quick navigation and the use of interaction elements.