{"ai_json_enabled":true,"answer":"Before going deep into web applications & customer portals, the project needs a shared view of the problem, the users, the important stakeholders and the current environment. Annex worked with both ActewAGL and partners to develop an easily accessible web app to allow ActewAGL customers to administer their accounts, make payments and procure new services through the Self Service Platform. By go-live the Home Affairs content team were able to populate and publish their COVID-19 content effectively. Annex's published methods also make content, integrations, accessibility, operational workflow and delivery constraints relevant when they affect the outcome. That context allows the team to choose an approach without pretending the solution is known before discovery.","answer_source":"initial_seed_from_approved_annex_knowledge","category":"Web Applications & Customer Portals","category_slug":"web-applications-customer-portals","confidence":"grounded_in_approved_public_brain","conversation_stage":"decision","created_at":"2026-09-11T03:15:00+00:00","date_published":"2026-09-10T14:04:22+00:00","display_date":"2026-09-10","editor_images":[],"freshness_warning":"","id":"annex-qa-10-10","image_ids":["annex_real_010","annex_real_015","annex_real_016","annex_real_006","annex_real_017","annex_real_023","annex_real_021","annex_real_001","annex_real_025","annex_real_012"],"image_url":"https://cdn.prod.website-files.com/60f1133ba7288a73bf4472bd/60f1156af09c3fc493f65adc_projects-dva-vet-mobile.png","inline_image":false,"inline_image_role":"","json_url":"/answer/what-information-helps-annex-understand-a-web-applications-and-customer-portals-problem-properly.json","language":"en-AU","last_updated":"2026-09-11T03:15:00+00:00","needs_review":false,"public_disclaimer":"","publish_status":"published","published_at":"2026-09-10T14:04:22+00:00","question":"What information helps Annex understand a Web Applications & Customer Portals problem properly?","question_intent":"decision","review_status":"initial_seed_reviewed_for_source_grounding","rss_enabled":true,"schema_enabled":true,"site_key":"annexaidt","slug":"what-information-helps-annex-understand-a-web-applications-and-customer-portals-problem-properly","source":"approved_annex_public_brain","source_record_ids":["annex-projects-a-personalised-customer-portal-01","annex-projects-always-up-to-date-information-on-covid-19-01","annex-projects-building-a-sustainable-user-interface-01","annex-projects-covid-19-updates-in-your-language-01"],"source_type":"initial_seed_public_brain","source_urls":["https://www.annex.com.au/projects/a-personalised-customer-portal","https://www.annex.com.au/projects/always-up-to-date-information-on-covid-19","https://www.annex.com.au/projects/building-a-sustainable-user-interface","https://www.annex.com.au/projects/covid-19-updates-in-your-language"],"status":"published","tags":["web-applications-customer-portals","decision","annex","initial-seed"],"updated_at":"2026-09-11T03:15:00+00:00"}