Business case – Belgian Ministry of Economy Better services to European citizens to online processing of commercial dispute resolution using workflow and content engines

Table of contents Vision Definitions (2 min) Customer objectives (2 min) Customer needs/challenges (2 min) Expertise IRIS (3 min) Online Demo (20 min)

Vision Combination between a reliable product (IRISNext) in back-end and a customized user friendly web application in front-end

Definitions « European citizens » but belgian companies « commercial dispute » = disagreement between a consumer and a supplier concerning a product or a service (example) « Online processing »

Online processing

Customer objectives Offer an online central tool to consumer for complaint filing Give an online central tool to Ombudsmen in order to better solve commercial dispute Have a global view of commercial disputes on the Belgian market in order to propose new ombudsman in specific sectors Improve quality of services towards citizens

Customer needs/challenges Multilingual web interface to receive claims and let users managing their accounts Secure content engine to store and manage claims Link to Belgian Federal Service (eID login) Link to Belgian Companies Database for checking supplier data European recommendations (COICOP)

I.R.I.S. expertise Develop a customized web interface Integrate this interface and web services with the customer standards Configure the content engine in a secure and evolutive way (IRISNext) Setup powerful notification system (IRISNext) Change management with Ombudsmen Train the customer for independence

Online Demo Consumer creates his account with eID (2 min) Consumer files a complaint (4 min) Ombudsman accepts the complaint (5 min) Supplier is informed (2 min) Ombudsman proposes a solution (3 min) Supplier accepts the proposal (2 min) Consumer is informed and complaint is closed (2 min)

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