A leading eGovernance IT agency, responsible for building and maintaining high-impact public service systems like eKYC verification flows and digital PAN issuance platforms, encountered significant delivery challenges as the scope and complexity of government projects rapidly expanded.

Every new project introduced unique logic, approval flows, and compliance rules—from region-specific document validations to adaptive decision paths based on real-time data. However, the agency lacked a scalable way to manage this logic efficiently. All rule configurations and changes had to be hardcoded by developers, making delivery cycles heavily dependent on engineering bandwidth.

The core issues included:

• Slow Turnaround on Change Requests (CRs): Even minor policy updates or logic tweaks—such as adding a new document validation rule or adjusting exception handling—required dev time, often getting stuck in sprint queues for weeks.
• Complexity Bottlenecks: As workflows like eKYC and digital PAN issuance became more sophisticated, the need to handle conditional logic, fallback paths, and interlinked rules made development cycles longer and harder to manage.
• Cost Escalation and Resource Constraints: Scaling to more projects meant hiring more engineers, making growth expensive and less feasible—especially for time-sensitive government tenders.
• No Configurable Layer for Delivery Teams: Implementation teams couldn’t iterate or troubleshoot flows independently, which led to excessive coordination between business and tech teams for even routine changes.

These limitations affected project delivery timelines, operational cost, and the agency’s ability to onboard new government initiatives quickly—putting both scale and reputation at risk. They needed a way to handle high-complexity, rule-heavy projects faster and at lower cost, without overloading engineering.