Europe’s border systems. Coordinated in real time.

The backbone of Europe’s digital security infrastructure.

eu-LISA (European Union Agency for the Operational Management of Large-Scale IT Systems in the Area of Freedom, Security and Justice) runs the IT systems behind Europe’s security, border control and justice. Since 2012 it has managed critical systems that support EU-wide policies on migration, asylum, border management and criminal justice.

With operations in Estonia, France, Austria and Belgium, eu-LISA delivers mission-critical services to Member States and EU institutions, 24/7. It coordinates development, testing, rollouts and support across many communities, under strict European data protection and sovereignty rules.

Service desk delays slowed support across Member States.

Preparing the rollout of the Entry/Exit System (EES), the team had to coordinate multiple testing campaigns across different systems, teams and countries.

The traditional service desk and ticketing process introduced delays. Technical teams and Member State stakeholders needed a real-time way to ask questions, resolve issues and align across systems.

At the same time, eu-LISA had to stay fully compliant with EU data protection law, including GDPR: a DPA with Standard Contractual Clauses, encryption, MFA and SSO, data minimization, and all data kept within the EU.

“We were managing multiple testing campaigns across Europe and needed a real-time collaboration tool that worked across systems and stakeholders. But it also had to be fully compliant with EU data protection laws.”

Rocket.Chat on AWS, hosted in Germany.

eu-LISA deployed Rocket.Chat as its secure communications platform on AWS cloud infrastructure in Germany, keeping full data sovereignty and compliance. Technical teams and Member State representatives got one place to coordinate and resolve testing questions instantly.

“We were looking for a platform that’s easy to use, secure, and hosted in the EU. Rocket.Chat on AWS delivered exactly that, enabling us to support real-time collaboration with Member States during system testing.”

eu-LISA then connected Rocket.Chat to Jira, so issue tracking and project updates arrive inside the right channels. Jira’s event-driven updates, filtered with JQL, reach the teams that need them, so no one switches tools to follow a ticket. The integration now supports every CBS project involved in Member State coordination.

Greater speed, less friction, full compliance.

Rocket.Chat changed how eu-LISA supports multi-country testing campaigns: less operational friction, better visibility and legal compliance.

“With Rocket.Chat, we were able to support Member States in real time, reduce operational friction, and stay fully compliant with EU data protection rules. The platform helped us centralize collaboration, streamline ticket visibility with Jira integration, and respond faster during critical testing windows.”