Project Management

Gulbenkian Foundation Deploys Rapid Response System to Tackle Mass Ticket Cancellations


We bring you this installment in our Real-Life Citizen Development series to showcase great examples of citizen development in action. This case study was originally published online and is being re-published by PMI with full permission. PMI Citizen Developer is a vendor-agnostic approach and does not publish this example to promote or offer any evaluation of the particular software used, but to instead to highlight the challenge an organization faced, how it overcame it using citizen development, and the outcomes and benefits it has experienced as a result.

If you would like to submit your own low-code/no-code story from your organization, you can email us at [email protected] for more information.

The Calouste Gulbenkian Foundation is a Portuguese institution dedicated to the promotion of the arts, philanthropy, science and education, established in 1956 and employing more than 500 people.

The Challenges
Like many other businesses, the Calouste Gulbenkian Foundation faced unprecedented issues due to the coronavirus pandemic. Many of its concerts and events were cancelled, resulting in thousands of ticket returns needing to be processed.

With their entire team working from home, the organization realized quickly that managing returns manually could take months and result in unhappy customers.

The Solution
The team needed to develop a rapid …

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