Handling mediation cases within an ombudsman's office requires patience, precision, and above all, a structured overview of files and cases. Thus, CIIT-Software for the Agency for Passenger and Passenger Rights (abbreviated: apf) developed efficient administrative software. All functions are precisely tailored to apf's processes – from the receipt of a complaint to the entire handling and finally the case closure.
What are the tasks of a conciliation body like the apf?
As a state-recognized consumer arbitration body, the apf offers the possibility of submitting complaints regarding services provided by bus, train, ship, or airline companies when no agreement can be reached with the respective company. This can include, for example, cancelled or missed transport services, lost or damaged luggage, unjustified penalty payments, or reduced travel quality.
With up to 7,333 written mediation requests and inquiries, as was the case in 2024, structured administration is essential. CIIT Software's case management tool organizes new cases, offers options for assignment and division, and thus supports a streamlined and efficient workflow.
Functionalities at a glance
A conciliation request can be submitted on the apf website under the respective transport sector. The completed information is then sent to the CIIT software, where it appears as a new, unassigned file.
This case file contains the information completed by the applicant, the sequence of events to date, all attachments from email correspondence, and the history of contact to date.
The creation of messages is supported by relevant text templates, accelerating the workflow. To ensure a transparent and structured processing procedure, approvals can be granted, status changes made, and deadlines set. All actions taken are recorded in the history and can be viewed at any time. New messages are automatically assigned to the corresponding file using case numbers. If the case number was not included in the message, it can be added manually afterward. Various reports can then be generated from this data.
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