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31 may 2022, 10:00
The Ombudsman for financial services consumers support Service (OFSC) has won the prize for the best BPM project among state organisations, for its project of “Integrated Service Ecosystem to work with appeals”.
This was reported by Olga Kraynova, the head of the OFSC. She noted that the Integrated Service Ecosystem to work with appeals of financial services consumers to the Financial Ombudsman Service (FOS) was created by the OFSC at the end of 2021 and consists of four information systems – System of Appeals Processing, System of Personal Accounts, Automated Information System of Intelligent Full-Text Processing of documents and Library of the Financial Ombudsman’s Decisions.
According to the head of the OFSC, the System of Appeals Processing allows to simplify considerably the process of work with appeals of consumers of financial services – from registration and primary processing up to preparation and approval of the Financial Ombudsman’s decisions. Automated target processes within the project are presented in the form of the following categories – work with appeals of citizens, analytics, and planning.
As Olga Kraynova stressed the fact that the System of Personal Accounts is integrated with the System of Appeals Processing and allows electronic interaction with financial and expert organisations, as well as judicial authorities.
The Automated Information System of Intelligent Full-Text Processing of documents is designed primarily to recognise the original form and quality of incoming electronic documents and extract the maximum amount of useful information for further contextual processing of the document. The AIS is also used to determine whether the package of documents attached to the appeal of the consumer of financial services complies with the criteria for acceptance of appeals for FOS consideration in accordance with the Law No. 123-ФЗ, reported the head of the OFSC.
The Library of the Financial Ombudsman’s Decisions allows to perform functions of information retrieval in the process of the FOS decision-making.
A system of intelligent search of documents based on their content in large volumes of information using artificial intelligence tools occupies a special role in the Library of the Financial Ombudsman’s Decisions, added Olga Kraynova.
She stressed that the Integrated Service Ecosystem to work with appeals allows to simplify essentially the process of interaction between the Financial Ombudsman Service and consumers of financial services, which considerably raises quality, efficiency and effectiveness of work on protection of legal rights of applicants.
The “BPM Project of the Year” is an annual contest for efficiency improvement projects based on business process management methods and technologies held by ABPMP Russian Chapter with the support of the IT Cluster of the Skolkovo Foundation and the Analytical Centre under the Russian Government.
In 2022, 26 applications were submitted for the contest, including the projects by JSC Russian Railways, the Business Process Robotics Factory, the State Inspectorate for Control over Real Estate Use in Moscow, the Risk Categorisation System based on objective sources of data on the principles of violations, and projects by a number of large Russian companies and organisations.
