{"id":8626,"date":"2025-09-02T10:15:19","date_gmt":"2025-09-02T11:15:19","guid":{"rendered":"https:\/\/ciit-software.com\/?p=8626"},"modified":"2026-03-12T07:44:50","modified_gmt":"2026-03-12T08:44:50","slug":"ciit-x-apf-strukturierte-fallbearbeitung-mithilfe-verwaltungs-tool","status":"publish","type":"post","link":"https:\/\/ciit-software.com\/en\/ciit-x-apf-strukturierte-fallbearbeitung-mithilfe-verwaltungs-tool\/","title":{"rendered":"CIIT x APF: Structured case management using our administration tool"},"content":{"rendered":"<div data-elementor-type=\"wp-post\" data-elementor-id=\"8626\" class=\"elementor elementor-8626\" data-elementor-post-type=\"post\">\n\t\t\t\t<div class=\"elementor-element elementor-element-30824dd e-flex e-con-boxed e-con e-parent\" data-id=\"30824dd\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-edc1fc8 elementor-widget elementor-widget-video\" data-id=\"edc1fc8\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;youtube_url&quot;:&quot;https:\\\/\\\/www.youtube.com\\\/watch?v=TUGHIwat_mk&quot;,&quot;video_type&quot;:&quot;youtube&quot;,&quot;controls&quot;:&quot;yes&quot;}\" data-widget_type=\"video.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-wrapper elementor-open-inline\">\n\t\t\t<div class=\"elementor-video\"><\/div>\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-a94b1a7 elementor-widget elementor-widget-text-editor\" data-id=\"a94b1a7\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Handling mediation cases within an ombudsman&#039;s office requires patience, precision, and above all, a structured overview of files and cases. Thus, <a href=\"https:\/\/ciit-software.com\/en\/\">CIIT-Software<\/a> for the <a href=\"https:\/\/www.apf.gv.at\/\">Agency for Passenger and Passenger Rights<\/a> (abbreviated: apf) developed efficient administrative software. All functions are precisely tailored to apf&#039;s processes \u2013 from the receipt of a complaint to the entire handling and finally the case closure.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-410f5ff e-flex e-con-boxed e-con e-parent\" data-id=\"410f5ff\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-00fdf7e elementor-widget elementor-widget-heading\" data-id=\"00fdf7e\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h4 class=\"elementor-heading-title elementor-size-default\">What are the tasks of a conciliation body like the apf?<\/h4>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-f19d7de elementor-widget elementor-widget-text-editor\" data-id=\"f19d7de\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>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.<\/p><p>With up to 7,333 written mediation requests and inquiries, as was the case in 2024, structured administration is essential. CIIT Software&#039;s case management tool organizes new cases, offers options for assignment and division, and thus supports a streamlined and efficient workflow.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-38d37c4 elementor-widget elementor-widget-heading\" data-id=\"38d37c4\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h4 class=\"elementor-heading-title elementor-size-default\">Functionalities at a glance<\/h4>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-9f75fe8 e-flex e-con-boxed e-con e-parent\" data-id=\"9f75fe8\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-f5a6db7 elementor-widget elementor-widget-text-editor\" data-id=\"f5a6db7\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><span style=\"font-weight: 400;\">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.<\/span><\/p><p><span style=\"font-weight: 400;\">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.<\/span><\/p><p><span style=\"font-weight: 400;\"> 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. <\/span><span style=\"font-weight: 400;\">Various reports can then be generated from this data.<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-5c822d0 elementor-widget elementor-widget-image\" data-id=\"5c822d0\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img fetchpriority=\"high\" decoding=\"async\" width=\"800\" height=\"450\" src=\"https:\/\/ciit-software.com\/wp-content\/uploads\/2025\/07\/CIITxAPF-1024x576.jpg\" class=\"attachment-large size-large wp-image-8637\" alt=\"\" srcset=\"https:\/\/ciit-software.com\/wp-content\/uploads\/2025\/07\/CIITxAPF-1024x576.jpg 1024w, https:\/\/ciit-software.com\/wp-content\/uploads\/2025\/07\/CIITxAPF-300x169.jpg 300w, https:\/\/ciit-software.com\/wp-content\/uploads\/2025\/07\/CIITxAPF-768x432.jpg 768w, https:\/\/ciit-software.com\/wp-content\/uploads\/2025\/07\/CIITxAPF-1536x864.jpg 1536w, https:\/\/ciit-software.com\/wp-content\/uploads\/2025\/07\/CIITxAPF-2048x1152.jpg 2048w, https:\/\/ciit-software.com\/wp-content\/uploads\/2025\/07\/CIITxAPF-18x10.jpg 18w\" sizes=\"(max-width: 800px) 100vw, 800px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-545c1ec elementor-widget elementor-widget-text-editor\" data-id=\"545c1ec\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><strong>Video transcript:<\/strong><\/p><div id=\"expanded\" class=\"style-scope ytd-text-inline-expander\"><span class=\"yt-core-attributed-string yt-core-attributed-string--white-space-pre-wrap\" dir=\"auto\"><span class=\"yt-core-attributed-string--link-inherit-color\" dir=\"auto\">Travel gets us moving \u2013 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 \u2013 supported by our tool. My name is Geza T\u00f6mb\u00f6ly, 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 \u2013 for everyone who needs a voice when something goes wrong.<\/span><\/span><\/div>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>","protected":false},"excerpt":{"rendered":"<p>https:\/\/www.youtube.com\/watch?v=TUGHIwat_mk Die Bearbeitung von Schlichtungsf\u00e4llen innerhalb einer Ombudsstelle erfordert Geduld, Pr\u00e4zision und vor allem eine strukturierte \u00dcbersicht \u00fcber Akten und F\u00e4lle. So hat CIIT Software f\u00fcr die Agentur f\u00fcr Passagier- und Fahrgastrechte (kurz: apf) eine effiziente Verwaltungssoftware entwickelt. Alle Funktionen sind exakt an die Prozesse der apf angepasst &#8211; vom Eingang einer Beschwerde bis hin [&hellip;]<\/p>\n","protected":false},"author":11,"featured_media":8637,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"inline_featured_image":false,"footnotes":""},"categories":[1],"tags":[86,213,235,212,216,234,215,52,47],"class_list":["post-8626","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-uncategorized","tag-ciit-software","tag-fallbearbeitung","tag-mediation","tag-ombudesk","tag-ombudsstelle","tag-schlichtung","tag-schlichtungsstelle","tag-software","tag-software-development"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.3 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>CIIT x APF: Strukturierte Fallbearbeitung mithilfe unseres Verwaltungs-Tools - CIIT<\/title>\n<meta name=\"description\" content=\"CIIT Software hat f\u00fcr APF eine ma\u00dfgeschneiderte Verwaltungssoftware entwickelt. 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