{"ai_json_enabled":true,"answer":"A strong signal is when customers are forced through slow, fragmented or outdated processes. As a part of this transformation ActewAGL identified that their Self Service Portal was in need of upgrading and improving, since existing service was running on an outdated version of Sitecore and JavaScript causing the platform to run very slowly. 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. Annex's published work suggests diagnosing the underlying service, content, experience and technology constraints before locking into a solution. That is when web applications & customer portals becomes useful: when the organisation needs to understand the real problem, not merely commission another feature.","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":"problem","created_at":"2026-09-11T03:15:00+00:00","date_published":"2026-09-05T06:07:46+00:00","display_date":"2026-09-05","editor_images":[{"alt":"Health Workforce Locator \u2014 Digital Service","description":"Laptop screen showing Australian Government Health Workforce Locator webpage","source":"annex_v7_preloaded","source_image_id":"annex_real_015","url":"https://cdn.prod.website-files.com/60f1133ba7288a73bf4472bd/6141a2b22bef2f6986f9b032_projects-health-desktop1.png"}],"freshness_warning":"","id":"annex-qa-10-02","image_ids":["annex_real_016","annex_real_010","annex_real_006","annex_real_017","annex_real_015","annex_real_018","annex_real_020","annex_real_031","annex_real_028","annex_real_029"],"image_url":"https://cdn.prod.website-files.com/60f1133ba7288a73bf4472bd/6141a2b770db5d37ec5cf829_projects-health-desktop2.png","inline_image":false,"inline_image_role":"","json_url":"/answer/what-is-usually-going-wrong-when-an-organisation-needs-help-with-web-applications-and-customer-portals.json","language":"en-AU","last_updated":"2026-09-11T03:15:00+00:00","needs_review":false,"preloaded_inline_media":true,"preloaded_inline_media_version":"annex-v7","public_disclaimer":"","publish_status":"published","published_at":"2026-09-05T06:07:46+00:00","question":"What is usually going wrong when an organisation needs help with Web Applications & Customer Portals?","question_intent":"problem","review_status":"initial_seed_reviewed_for_source_grounding","rss_enabled":true,"schema_enabled":true,"site_key":"annexaidt","slug":"what-is-usually-going-wrong-when-an-organisation-needs-help-with-web-applications-and-customer-portals","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","problem","annex","initial-seed"],"updated_at":"2026-09-11T03:15:00+00:00"}