Collect service feedback.
Develop quality.
2
perspectives per service, users and service providers, both surveyed and evaluated
3
interlocking workflows: automated dispatch, interactive survey, quality dashboard
0
manual dispatch: feedback requests run automatically under the canSERV label
Product
An adapted workforce for the feedback process.
BBMRI-ERIC uses adapted UNOY workflows to collect feedback on canSERV services. Responses are brought together and prepared for the quality team's work. The quality team contributes questions and requirements. UNOY supports the setup. BBMRI-ERIC then uses and maintains the workflows itself.
In Use
- Automated ingestion of service data
- Survey dispatch under the canSERV label
- Tailored surveys for both parties
- Structured storage in database
- Quality dashboard for the QA team
Approach & Key Data
- CoBuild · self-maintained
- EU-Projekt canSERV (Horizon Europe)
- Run in-house after setup
Who is BBMRI-ERIC & canSERV?
Europe's biobank infrastructure and its cancer research project.
BBMRI-ERIC, Biobanking and BioMolecular Resources Research Infrastructure, is a European Research Infrastructure Consortium headquartered in Graz. The organisation connects biobanks across European member states and gives researchers access to biological samples, data, and biomolecular resources. BBMRI-ERIC was founded in 2013 under EU law and is one of the largest research infrastructures in the health sector worldwide.
canSERV is an EU project coordinated by BBMRI-ERIC under Horizon Europe. It bundles state-of-the-art, interdisciplinary oncology services from European research infrastructures and makes them available to researchers across the full spectrum of cancer research, from disease models and biomarker development to new therapeutic approaches, clinical trials, and digital research services. Through open calls, users apply for a service; a service provider from the consortium executes it. It is precisely this collaboration between user and service provider that must be translated into measurable quality.
Quality assurance is not a side topic in this context, it is the core. The quality of the services delivered, the data, and the processes must be documented, verified, and continuously assured. BBMRI-ERIC relies on a comprehensive quality management programme for this. For canSERV to improve systematically, it needs structured feedback from both sides after every collaboration. And that is precisely where UNOY comes in.
The Problem
See responses in context.
A collaboration involves different perspectives. The workflow assigns the planned questions to the people involved and brings answers together for analysis.
Without a system, this meant: locating completed services in lists, contacting each party individually, waiting for replies, following up, and painstakingly consolidating responses. The effort spent on pure organisation was disproportionate to the actual quality work. Above all, feedback remained unstructured: scattered across email inboxes, barely comparable, and therefore practically unusable for reporting and targeted improvements. What was missing was an end-to-end path from completed service through survey to actionable insight.
Voice
With the UNOY workflow we automatically collect feedback on every canSERV service from both user and service provider, and see the analysis instantly in the dashboard. Instead of chasing responses, we finally work on quality itself.
In Use · CoBuild
Application
From completed service to usable feedback.
Three workflows, one feedback loop
The steps set up connect service data, suitable surveys and delivery to the quality team.
Automated
Ingest service data and send survey
The first, fully automated workflow reads data on new and already completed canSERV services from an existing directory. For each completed matter it then sends an email under the canSERV label, with a survey to the user and to the service provider. No manual look-up, no individual outreach.
Interactive
Tailored survey for both parties
The second, interactive workflow gives users and service providers a survey tailored to their respective role. Both assess the quality of the other party and the flow of the entire process. Responses are processed and stored in a structured way in a database, as the basis for subsequent analysis to drive quality improvement.
Interactive
Quality dashboard for the QA team
The third, also interactive workflow presents the processed data as a detailed dashboard. The BBMRI-ERIC quality team can see which service processes worked well and where improvement is needed, ensuring that both users and service providers receive the highest possible quality in future.
Results
Fewer organisational steps in the feedback process.
interlocking workflows in use
perspectives per service: user & service provider
manual dispatch of feedback requests
Handle responses in an agreed workflow
Frequently Asked
What you should know about this case.
Who builds the workflows for canSERV?
BBMRI-ERIC and the UNOY team together in CoBuild. The BBMRI QA team knows the canSERV services, the parties involved and the quality criteria; UNOY supports the setup. BBMRI-ERIC then uses and maintains the workflows itself.
What data is stored on UNOY?
Only what is necessary for the feedback loop: the master data of completed canSERV services, contact details of user and service provider, email templates, and survey responses for later analysis. No biological sample data, no patient data. Scientific data and service results remain with the respective institutions.
What does the feedback loop look like in practice?
Three workflows: Workflow 1 automatically ingests completed canSERV services and sends the survey under the canSERV label to user and service provider. Workflow 2 collects, via a role-specific survey for each party, the assessment of the counterpart and the process, and stores responses in a structured way. Workflow 3 presents the processed data as a dashboard for the QA team.
How is the data processed?
Contact and survey data are processed in EU data centres. Processing, service providers involved and transfers follow the agreed data protection terms.
What happens if BBMRI-ERIC later switches platform or provider?
The agreed scope defines which data, results and workflow definitions are provided in the event of a switch.
Can this be applied to other service portfolios or projects?
The pattern of collecting and analysing feedback from both sides after a collaboration also occurs in other service organisations. Whether the steps set up suit another portfolio is assessed against its requirements.
Tech Stack
What runs under the hood.
Workflow Engine
Defines the three interlocking workflows, ingestion & dispatch, survey, analysis, as a versioned process.
Automated dispatch under canSERV label
Completed services are automatically ingested; the survey email is sent under the canSERV label to both parties. Templates can be adapted by BBMRI itself.
Role-specific surveys
Users and service providers each receive a survey tailored to their role, covering the counterpart and the process flow.
Database & quality dashboard
Survey responses are stored in a structured way and prepared as a dashboard, analysable by service and role for reporting and improvements.
Audit Trail
Append-only log of every ingested service, every sent survey, and every received response. Exportable for compliance.
EU data residency
Service master data, contact data and survey data are processed in EU data centres; transfers follow the agreed data protection terms.
AI governance
Approvals and documentation follow the agreed governance requirements.
Integration with existing systems
Import via Excel to ingest the existing service directory. Responses land in a structured way in the analysis database.
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