Capability 05
Customer & Employee Portals
Customers, partners and staff without system access keep asking, because they cannot see anything. A portal makes the current state visible without anyone having to ask.
Contributes to
A capability is a means. The linked areas describe what it is used for.
Scope
What specifically gets built.
Every line is a commitment about future work — none of it is a claim about completed projects.
Sign-in with roles and separated views
Case status, documents and history in one place
Self-service for recurring requests
Forms that start a case directly
Notification on status change
Technology
The decisions behind it.
Categories rather than vendor names — which product is used depends on your existing systems.
- Sign-in via existing company accounts where possible
- Tenant separation at the data layer
- Document access only through signed, expiring links
Out of scope
What is not included.
So that no time in the intro call is spent on an expectation I do not meet anyway.
- No social network and no community platform
- No shop and no payment processing
- No open area without sign-in for confidential cases
These eight capabilities are means, not offerings. Which of them are used follows from the process — not the other way round. If you are not sure which ones you need, that is the normal case and not a problem.