FSM system for electronic approvals
at a major shopping mall in Ufa
We developed a Field Service Management platform for Semya Shopping Mall. It replaced paper-based work permits, automated contractor access through security checkpoints, and brought communication with 80+ tenants into one interface. The system has operated continuously for eight years.
Semya Shopping Mall is one of the largest shopping and entertainment complexes in the Republic of Bashkortostan
Works in Ufa since 2003 . Three floors of retail, tens of thousand square meters, a cinema, a food court and a children's center. Every day there are thousands of visitors and dozens of contractor teams working for tenants.
From paper chaos to a transparent workflow
Until 2017, approval of any work on the territory of the shopping and entertainment complex was carried out on paper. The application went through 7–10 approvers - was searched manually, got lost, got stuck for week. What was needed was a system that would cover the entire process in one circuit and would not require IT training from users.
Before: paper-based approvals
- The application was carried from office to office physically - from 3 to 10 days
- There is no history of - it is not clear who has the document now and why it is
- Applications were lost, versions were confused, copies multiplied
- checkpoint passed on paper sheet - fakes, outdated passes
- Communication with tenants - by telephone, without fixation
- No reporting - it is impossible to understand how much work was completed in month
After: the FSM platform
- The application is approved within 4–24 hours (previously 3–10 days)
- Full history and event log for each application
- Single source of truth - versions, copies, drafts eliminated
- checkpoint checks permission by number - impossible to fake
- Communication with tenants within the system - everything is recorded
- Analytics in real time - reports, dashboards, export
Three user groups, more than ten roles
The role model is built around the central object - “Permission to work”. Each role has its own set of rights that are valid under certain conditions (document status, authorship, workflow stage).
How roles interact in the FSM system
single permit routeapplication
permission
Every request follows a defined approval path
The requisition can be created by a tenant, contractor, or technical department. Next, is sequential coordination along the chain of roles. Any participant can send a revision of to - the author receives a notification and edits.
Who can do what in the system
Each right is checked at two levels - user role and object state (application status, authorship). Below is the basic matrix for 3 main roles.
Three roles, three levels of responsibility
Below is an excerpt from terms of reference, implemented 1 in 1 in production since 2017 .
- Creating permits for work
- Editing permissions (all)
- Remove permission (all)
- Negotiate permissions (all)
- Viewing the Event Log
- View created permissions (full list)
- Print and save permission to PDF
- Creating permits for work
- Removing permission only unapproved and created by the user himself
- Permission Negotiation if the algorithm requires approval from the user
- View created permissions (full list)
- Print and save permission to PDF
- Creating permits for work
- Editing Permissions only unapproved in status"for revision", created by the user himself
- Removing permission only unapproved and created by the user himself
- View permissions only created by the user himself
- Print and save permission to PDF
The Deputy Director of Security assigns the access checkpoint during approval
This is not a technical parameter - it is the decision of the person in charge. The system strictly links the contractor's pass to a specific entry point, time and crew. The security service at the checkpoint sees the permit number and does not let anyone through without a valid document.
What the system can do
A complete set of functions for permission lifecycle management from creation to archive.
Create work permits
Form with 30+ fields: type of work, area, dates, crew composition, personal protective equipment, hot work, noisy work.
Editing
Edits only while document is in status"for revision". After approval - only through the administrator.
Controlled deletion
Unapproved permissions only and by author or administrator only. Completely removed from the system.
Sequential approval
Each role sees only those requests that are awaiting its approval. One click - “agree / on revision.”
Print and PDF
Printed form according to fuel dispenser standard. Saving in PDF - for archives, lawyers, security.
Activity log
Full history of each permit: who created , who approved , who sent for revision. With timestamps.
Communication with tenants
Built-in chat for each application. Notifications in email and in interface when status changes.
Operations dashboard
Dashboard with active applications awaiting approval, and progress statistics for roles.
Roles and rights
Fine-tuning rights: role + conditions (application status, authorship, stage). Check on backend.
A proven enterprise technology stack
A stack running for 8 years without a single downtime. Supported, updated, without exotics.
- Vue.jsSPA
- Vuexstate
- Vue Routerrouting
- AxiosHTTP
- Element UIcomponents
- PHPruntime
- Laravelframework
- Eloquent ORMdata
- PassportOAuth 2
- QueueRedis
- MySQL 8main database
- Rediscache + queues
- S3-jointfiles
- ElasticSearchfull text
- Dockercontainers
- Nginxreverse proxy
- Let's EncryptSSL
- Zabbixmonitoring
- Daily backupoff-site
Eight years in production, measured in results
The system was launched in June 2017 and operates on today. Below are key metrics for the operating period.
Before FSM, had accumulated folders with paper applications, some were lost, some were forgotten. Now the process is 100% transparent: any request is visible to everyone, the history is saved, security at the checkpoint allows only with valid permission.
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