CIIT is developing a modern case management tool for the APF

CIIT GmbH and APF have jointly developed a modern dispute resolution tool.

The Agency for Passenger and Passenger Rights (APF) is the arbitration body for travel and transport in Austria. 

The Agency for Passenger and Passenger Rights is responsible for mediating disputes between consumers and transport service providers. This includes shipping, local and long-distance bus and train services, and flights. 

The APF processes 6663 arbitration requests annually – As of 2025.

CIIT GmbH und APF entwickeln gemeinsam ein modernes Schlichtungstool
CIIT GmbH und APF entwickeln gemeinsam ein modernes Schlichtungstool

Challenge

The Agency for Passenger and Passenger Rights faced two challenges:

  • The number of arbitration requests has steadily increased, which has significantly increased the workload.

  • The performance of the original case management software could not keep pace with the development.

Accordingly, the APF has been looking for software that increases its own efficiency while simultaneously facilitating the processing of arbitration requests.

At that time, there was no standard software available that met the wishes and requirements of the APF to sustainably solve the challenge of increasing case numbers.

Solution

The APF has opted for custom software development to solve its own challenges. This has led to a collaboration with the CIIT Software GmbH came. 

Together with our developers, an agile development process has begun to design a mediation tool that will enable APF staff to manage the increasing number of cases. 

The close cooperation has resulted in a modern case management tool that fully maps document management, communication, automatic reporting and all case management processes. 

The modern case management tool is continuously adapted to the needs and requirements of the APF. This ensures that the APF is equipped to meet all past, present, and future challenges.

To use

APF has been using the customized software for several years and is very satisfied. This is because APF's challenges were successfully and sustainably resolved together. As a result, the following has been achieved: 

  • The processing time per case has been halved.

  • All necessary editing functions are bundled in one solution.

  • Detailed reports on the work of the APF can be generated automatically.

The modern case management tool is continuously adapted to the needs and requirements of the APF. This ensures that the APF is equipped to meet all past, present, and future challenges.