SUMMARY:

The National Fire Department (DNB) has taken a key step in digitizing its operations with the implementation of ApiaTrámites, a solution developed in conjunction with STATUM that optimizes the management of permits, registrations, and other administrative procedures.
 

INFORMATION:

With this new system, the operational burden on officials was reduced, application entry security was improved, and more efficient access to information was provided for technicians and citizens.

Since its implementation in January 2024, ApiaTrámites has processed a monthly average of 641 procedures. In the first few months, system adoption increased and reached a peak of 1,104 procedures in October 2024.

The digitalization of administrative processes has allowed for better monitoring of management, eliminated errors resulting from manual data entry, and reduced the need for on-site controls.

Automation and Information Control

Until the implementation of ApiaTrámites, the DNB had a digital system since 2010 that had limitations in terms of data control and validation. The lack of automated mechanisms meant that many verifications had to be performed manually, which increased the workload and generated inconsistencies.

For example, there was no control to ensure that the name entered in a procedure matched the applicant's ID card, which could lead to errors or fraud.

The incorporation of ApiaTrámites made it possible to automate these controls and guarantee the integrity of the information from the moment the application is submitted.

Access is now via electronic identification, ensuring that each application is registered in the name of the person or company actually submitting it. This eliminated the possibility of entries with incorrect data or incorrect identity.

The system also improved the management of procedures related to the licensing of premises, the registration of registered technicians, and the registration of companies that provide services in areas such as fire extinguisher and emergency alarm installation. With a more robust platform and automated controls, the DNB's ability to manage these processes was optimized more efficiently and securely.

Reduced response times and improved accessibility

The digitalization of procedures not only facilitated the DNB's internal work but also improved the user experience. Before implementing ApiaTrámites, request follow-up relied heavily on in-person or telephone consultations, which led to delays and difficulties in accessing information.

With the new system, both technicians and officials can track the detailed status of each procedure in real time, remotely, and from any location, allowing for more agile and transparent management.

Thanks to the automation of validations, wait times have been significantly reduced, as many verifications are now performed instantly.

Challenges in system implementation

The transition to ApiaTrámites entailed several challenges, both in terms of infrastructure and user adoption. One of the main challenges was the need to digitize a large volume of procedures in a short period of time, which required adjustments to internal processes and rapid adaptation by officials and technicians.

Furthermore, the migration from the previous system presented challenges related to user familiarization with the new platform and adaptation to new processes. To mitigate this impact, a structured training plan was implemented, targeting both DNB officials and authorized technicians.

The training program included in-person and virtual sessions, with a practical approach focused on the most common procedures. Technicians were also selected to receive specialized training, who then shared their knowledge with other users within their respective work areas. This approach allowed for a smoother transition and made the technicians more able to navigate the system.