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Evolution of the system of relationship with citizenship and company

  • Short Name:
    A SUBSCRIBER
    Summary:
    Provide coverage through an automated solution to existing operational requirements not covered by any actual.estandarización system of management of components, processes and integrations to improve and controlling the quality of the service provided.
    Target audience:
    Citizen, Company
    Agencies Responsible:
    Contact:

    Irene Friar Gundin (Chief Technical Project)
    irene.frailegundin@asturias.org
    José Å cuts of the slope (Functional Project Leader) mariajose.cortesdelacuesta@asturias.org
     

    Type of Solution:
    Good Practice
    Status of the Solution:
    Production
    Organic Area:
    Autonomic
    Technical Area:
    Security infrastructure and Identity Management
    Functional Area:
    Energy
    License:
    Not implemented
    Interoperability level:
    Technical

    Description

    Starting position and origin of the initiative

    The Principality needed to update your software solution in the service of attention to the citizen (SAC ), in order to promote the use of various channels of interaction and provision of services (Web, telephone, sms, e-mail, presencial), and thus improve response times before requests or applications and reduce costs associated with and incorporate management functions for management of new services such as attention of complaints, suggestions and/or claims. The existing integrations with other systems should be optimized and migrants to the platform of integration SOA before the Principality.

    Goals

    • Give cobertura mediante una solución automatizada a necesidades operacionales ya existentes no contempladas por ningún sistema actual.
    • Standardization of the management of components, processes and integrations to improve and controlling the quality of the service provided.
    • Verticalisation, design and orientation of the solution to the needs of the administration .
    • Improvement of architecture to ensure the service levels, scalability to withstand new services and/or channels, improved security and integration with corporate standards.
    • Acceleration of the attention to the citizen saving time and resources employees.

    Main challenges and key aspects for the implementation
     

    • The main difficulty encountered were the adaptation of the existing integrations with other information systems due to its large number and diversity, and limpieza, transformación y migración de datos existentes en la anterior versión of the solution.
    • A key aspect of success has been the compatibility of the new version of Siebel platforms and with the existing corporate products in the principality of Asturias.
    • The lines of evolution in progress towards a focus portal del ciudadano para presentación telemática de reclamaciones, iniciativas y sugerencias and the launch of a Table of command of SAC . There is also a improvement forecast to use the repository of information as the basis for marketing campaigns .
    Subscriptions

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