Colombia's highest environmental authority lacked real-time visibility into their laboratory operations. Service requests were handled manually, laboratory capacity was untracked, and the service chain was fragmented generating recurring errors, client conflicts, and zero traceability across teams.

I conducted in-depth service mapping across all laboratory process groups, redesigned the customer service experience end-to-end, and designed a real-time dashboard system integrated with SharePoint enabling visualization of request status, laboratory capacity, and critical parameters, filterable by municipality, time period, and client type.