Digitale Fallbearbeitung bei der apf – Video

Wie unterstützt individuelle Software die Bearbeitung von Schlichtungsfällen? In dieser Video-Vorstellung zeigt CIIT das Fallbearbeitungstool für die Agentur für Passagier- und Fahrgastrechte (apf). Lead Developer Geza Tömböly gibt Einblicke in das Projekt und die Zusammenarbeit.

Das erfahren Sie im Video

  • Wie Schlichtungsanträge in die digitale Fallbearbeitung gelangen.
  • Wie Kommunikation, Dokumente und Statusinformationen zentral zusammenlaufen.
  • Wie Fristen, Freigaben und Textvorlagen die Bearbeitung unterstützen.
  • Wie CIIT und die apf bei der Entwicklung zusammengearbeitet haben.

Mehr über das Projekt

Die ausführliche Projektreferenz beschreibt die Anforderungen und Funktionen des für die apf entwickelten Fallbearbeitungstools.

Zur Projektreferenz APF

Digitale Fallbearbeitung für Ihre Organisation

Sie möchten Beschwerden, Anträge oder Schlichtungsfälle strukturiert verwalten? Wir besprechen mit Ihnen, wie eine individuelle Software Ihre Abläufe unterstützen kann.

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Transkript des Videos:

Travel gets us moving – but sometimes it also pushes us to our limits: delayed flights, lost luggage, missed connections. In such moments, often the only option is to file a complaint with the respective company. But what do you do if that, too, comes to nothing? Fortunately, help is available: Since 2025, the Agency for Passenger and Passenger Rights (apf) has been using a customized case management tool from CIIT Software. If no agreement can be reached with bus, train, ship, or airline companies, apf facilitates free mediation – supported by our tool. My name is Geza Tömböly, and I am a Lead Developer at CIIT Software. In the apf project, my responsibilities include requirements analysis, developing new concepts and features, as well as quality assurance and customer communication. The apf tool allows for transparent handling of disputes from the initial complaint to the complete resolution process. All communication, documents, and status updates are centralized within the apf tool. This significantly reduces processing times. Apf involved us in its technical processes from an early stage. Clear sprint reviews, open feedback sessions, and swift decision-making enabled us to deliver the tool within six months. A mediation request can be submitted via the apf website. Both the traveler, the mediation body, and the travel company can now access and process their respective cases. Features such as deadline setting, status updates, approval processes, and text templates ensure structured processing for the mediation body. All actions are documented in detail and can be viewed in reports at any time. In the end, it was quite simple: case submitted, clear guidance, and quick processing. CIIT Software provides customized solutions that enable mediation bodies like apf to operate efficiently, transparently, and digitally – for everyone who needs a voice when something goes wrong.