AKKA/LAA Client Portal: From Manual Processes to a Unified Digital Platform

The Latvian authors' society AKKA/LAA (the Copyright and Communication Consulting Agency / Latvian Authors Association) is a collective management organisation that administers authors’ economic rights in Latvia. It enables the use of copyrighted works, issues licences, collects remuneration, and distributes it to authors. The organisation acts as a bridge between two distinct client groups—authors and licensees—and manages various types of works, including musical, literary, dramatic, and choreographic works.

Previously, client service processes were fragmented and largely manual, creating a significant administrative burden. Authors frequently contacted the organisation to inquire about the status of their remuneration, while licensees found it difficult to submit reports and receive invoices for different types of works. Earlier attempts to offer electronic registration of authors’ works were limited in functionality and did not cover the organisation’s full range of needs. The key challenge was to deliver a single digital solution for both client groups while maintaining a consistent visual identity and ensuring efficient process automation.

The solution was a multifunctional client portal that brings both client groups together and integrates seamlessly with AKKA/LAA’s internal systems. For authors, the portal enables online registration of works, access to reports on calculated and paid remuneration, and real-time tracking of payment status. The portal also identifies unregistered works. For licensees, it provides a convenient way to submit reports for different types of works and to receive invoices online. All actions are automatically transferred to the internal system, significantly reducing manual work and accelerating data exchange.

The portal has significantly simplified day-to-day operations. Authors’ registered works are verified directly within the internal system, allowing staff to quickly respond to missing or incomplete reports. Authors no longer need to contact the organisation to check their remuneration status, and licensees can submit reports and receive invoices without paper documentation. On average, the portal processes 350–400 new musical works per month, and since its launch it has helped identify more than 2,000 new works. Digitalised processes reduce the administrative burden, enable more efficient use of resources, and improve the overall client experience, making workflows clearer and more convenient for both authors and licensees.

The project was implemented with support from the LIAA programme “Support for the Digitalisation of Business Processes”.