GIAP is a leader in the Polish software market for local government units. The company develops advanced geographic information systems (GIS), such as the PolaMap platform, facilitating the daily work of public officials and specialists across Poland.
Supporting over 300 municipal offices nationwide requires reliable, fast and secure technical assistance. Each month, the GIAP support team handles over 140 remote sessions, spending a total of more than 50 hours providing direct assistance to users. Remote connectivity is utilized at every stage — from new deployments and configurations to instant troubleshooting and technical training.
For thousands of public officials, the smooth operation of the PolaMap system is crucial for ensuring the continuity of public services. As their client base grew, GIAP required a remote desktop solution that would deliver uncompromised security, top‑tier performance and seamless integration with their proprietary ecosystem.
Previously, the GIAP support team relied on popular market solutions (TeamViewer and AnyDesk). While they met basic operational needs, challenges arose regarding cybersecurity and the inability to establish a dedicated, isolated environment restricted strictly within the organization.
GIAP decided to migrate to the Remotly platform by implementing the QuickSupport module.
The deployment was executed across two primary channels:
- On the website: The Remotly QuickSupport module was made available for direct download from the "Contact" section on giap.pl.
- Natively within the software: The Remotly QuickSupport module was embedded directly into the PolaMap application under the "Help" tab. This allows public officials to request support with a single click without interrupting their workflow.
Key Benefits of Implementing Remotly
- Top‑Tier Cybersecurity: The Remotly QuickSupport executable file was generated exclusively for GIAP. This prevents anyone outside the organization from attempting to connect to an end‑user’s desktop (i.e., a public administration employee). Strict authentication and a hidden connection code elevated data protection within municipal offices to the highest standard. Furthermore, all sessions are end‑to‑end encrypted (E2EE) using AES-256 and RSA-4096 algorithms, while file transfers are secured via TLS 1.2 and TLS 1.3 protocols.
- Self‑Hosted Relay Server: A key technological advantage of Remotly utilized by GIAP is the ability to deploy their own dedicated relay server. Through this solution, the company built a fully isolated environment within its own infrastructure. All remote session data flows exclusively through GIAP’s internal server, ensuring complete network traffic control and providing an additional layer of security.
- High Connection Quality: Remotly delivers smooth 4K visual streaming with low latency, significantly improving technician efficiency during complex operations on geodetic maps.
- Modern Design and Intuitive Interface: The clean and intuitive interface enabled a smooth transition to the new tool for both GIAP employees and municipal staff.
“Switching from TeamViewer and AnyDesk to the Remotly platform brought significant benefits in performance and cybersecurity. We gained a modern design, stable connections, and unique security thanks to dedicated QuickSupport modules generated exclusively for our company.”
Watch a short summary: GIAP CEO explains why the company chose to switch from TeamViewer to Remotly.
Product Development Partnership
Deploying a new solution on such a large scale involved overcoming operational hurdles — from shifting established user habits to navigating strict security policies and firewalls across various municipal offices.
As the Remotly team, we work closely with GIAP to continuously improve our software based on the real‑world daily experiences of their support technicians. Together, we developed features such as multi‑technician session joining and built‑in text chat functionality within the application.
Summary
Migrating to the Remotly remote desktop enabled GIAP to not only secure its technical support operations but also reduce response times for municipal service requests. Integrating a dedicated technical support module directly into the PolaMap system proved that modern remote assistance can be both effortlessly simple for the end‑user and uncompromised in security.