Update of queries and complaints in the new Apia 3.0 version and new legal opinion process in the Central Bank of Uruguay
Summary:
This project is carried out in the Central Bank of Uruguay (BCU for its Spanish acronym) and was planned to improve the management of the legal area. Queries, claims and complaints through Apia forms have been updated as well.
Information:
The BCU receives the cases that are submitted in the legal division of the bank and the ones submitted through files.
The aim of this project is to computerize this process with the Apia platform for the management of queries. Such process will be embedded in the electronic file system, but will be a separate process from the file itself.
When documentation is submitted in the legal area with a particular query, the Secretary’s office will generate a copy of the processed information and will send it to the corresponding division for it to be processed with a defined process to monitor it, along with the authorization or approval levels, before the legal area gives a formal response. Then, such legal area will determine which party is right or which is more in accordance with the law. After deciding, a precedent will be generated for future queries.
The main interest is to control response times, depending on the subject in question. The use of Apia will prevent the legal opinions, the queries and the complaints from being submitted after their due dates thanks to the form, which is a control mechanism itself. It will also be possible to obtain information on the division that is managing each query.
Currently, 80% of cases are submitted by file, and the remaining 20% are submitted via other means, for example, by e-mail. Anyone entering the BCU website will be able to make a query, a claim or a complaint, since the site is open to the public and does not require users to be registered. In any of these three cases, citizens will complete and submit an Apia form.
In the future, officials will receive on-site training for this specific process, in order for them to be active participants of the operational control of the process.
Another requirement is to make the BCU website responsive to mobile and tablet devices, due to the significant increase in the use of such devices to surf the net. The main aim is to provide the best user experience after accessing this website, especially in the two main categories of the site: financial system and financial user portal.
This project is carried out in the Central Bank of Uruguay (BCU for its Spanish acronym) and was planned to improve the management of the legal area. Queries, claims and complaints through Apia forms have been updated as well.
Information:
The BCU receives the cases that are submitted in the legal division of the bank and the ones submitted through files.
The aim of this project is to computerize this process with the Apia platform for the management of queries. Such process will be embedded in the electronic file system, but will be a separate process from the file itself.
When documentation is submitted in the legal area with a particular query, the Secretary’s office will generate a copy of the processed information and will send it to the corresponding division for it to be processed with a defined process to monitor it, along with the authorization or approval levels, before the legal area gives a formal response. Then, such legal area will determine which party is right or which is more in accordance with the law. After deciding, a precedent will be generated for future queries.
The main interest is to control response times, depending on the subject in question. The use of Apia will prevent the legal opinions, the queries and the complaints from being submitted after their due dates thanks to the form, which is a control mechanism itself. It will also be possible to obtain information on the division that is managing each query.
Currently, 80% of cases are submitted by file, and the remaining 20% are submitted via other means, for example, by e-mail. Anyone entering the BCU website will be able to make a query, a claim or a complaint, since the site is open to the public and does not require users to be registered. In any of these three cases, citizens will complete and submit an Apia form.
In the future, officials will receive on-site training for this specific process, in order for them to be active participants of the operational control of the process.
Another requirement is to make the BCU website responsive to mobile and tablet devices, due to the significant increase in the use of such devices to surf the net. The main aim is to provide the best user experience after accessing this website, especially in the two main categories of the site: financial system and financial user portal.
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