Automated ticket management coverage
- Receipt and validation of infractions: receipt of diverse infractions, verification and citizen notification. In order to increase the reliability of the process assisted manual validation is added based on the reliability of the infraction
- Receipt of documentation sent by the citizen: there are various channels for receipt: email, fax and ordinary mail. The documentation received by ordinary mail is scanned and entered into the management System where it is classified for subsequent processing
- Document processing: the documents are processed by the legal department based on their category (allegations, appeals, recipient changes), with a wide range of tools at their disposal for consulting and generating documentation
- Telephone service: the Call Center receives calls from citizens, filtered by a voice menu through which the citizen selects automatic actions. The operators can provide information and perform tasks
- Process control: automation and industrialization of processes
- The processes are composed of manual and automatic tasks. Promoting the added value of manual tasks
- Being able to balance human resources based on workloads
- Control of process statuses
- View to the future: facilitate the integration of new processes and update existing processes. Continuous improvement process
- Integration of different information channels: email, telephone, ordinary mail, tax, Internet
Technology
- Tested, open technological solutions
- Integration of third-party and mixed systems
We have provided the DGT with all of the knowledge and know-how needed to understand and be able to extract the functional and technical knowledge from the current processing systems to prepare a new System that integrates and better manages different processes.
