Challenge
This challenge responds to the needs described below:
- How could we collect information with a holistic vision?
- How could we structure the information coming from different channels?
- How could we ensure chronological traceability of communications and data/changes made by different users and departments (with different permissions/roles)?
- How could we facilitate the search for the content of previously collected and structured communications and information?
Context
One of the functions of the Assets Service, to which Bizkaia Provincial Council's (hereinafter BPC) Legal Framework and Insurance Section is attached, is to manage the various BPC insurance policies (civil liability, damage, etc.) for the various assets covered (buildings, vehicles, employees, etc.). In particular, it acts as an intermediary between the departments and the insurance broker, among other things.
Thus, in its day-to-day activities, the department interacts with other departments where incidents have occurred that are potentially subject to coverage by an insurance policy taken out by BPC. These departments send queries and exchange information through different channels (telephone, insurance mailbox, e-mails from employees, etc.) and continuously over time until the claim is closed.
For this task, the department has a document manager where it manually enters the documentation transferred by the departments. However, there is no tool where they can record the conversations, the moment at which they take place, the response provided, etc. So there is no traceability of the interactions with the departments.
Consequently, it is considered that the GovTech programme can be a way, using technology, to improve the information they have on interactions with departments. This would improve the efficiency of the team, reduce workloads and ensure the traceability of information, as well as promote better communication with departments.