{"id":848,"date":"2019-12-10T18:58:56","date_gmt":"2019-12-10T18:58:56","guid":{"rendered":"https:\/\/lbc.leadershipbt.com\/2019\/12\/10\/bpm-como-alavanca-para-a-melhoria-da-resposta-aos-utentes\/"},"modified":"2026-10-20T10:55:05","modified_gmt":"2026-10-20T10:55:05","slug":"bpm-como-alavanca-para-a-melhoria-da-resposta-aos-utentes","status":"publish","type":"post","link":"https:\/\/lbc-global.com\/pt\/bpm-como-alavanca-para-a-melhoria-da-resposta-aos-utentes\/","title":{"rendered":"BPM como alavanca para a melhoria da resposta aos utentes"},"content":{"rendered":"

<\/h3>\n

<\/h3>\n

A LBC fez parte do projeto da transforma\u00e7\u00e3o tecnol\u00f3gica do maior \u00f3rg\u00e3o regulador das comunica\u00e7\u00f5es eletr\u00f3nicas Angolanas<\/h3>\n

O Instituto Angolano das Comunica\u00e7\u00f5es<\/strong>, INACOM<\/strong>, tinha um grande e ambicioso desafio: a sua moderniza\u00e7\u00e3o tecnol\u00f3gica. O INACOM \u00e9 o \u00f3rg\u00e3o que regula, supervisiona e fiscaliza o Sector das Comunica\u00e7\u00f5es em Angola, incluindo as comunica\u00e7\u00f5es eletr\u00f3nicas e os servi\u00e7os postais, assegurando a qualidade de servi\u00e7o num ambiente de\u00a0concorr\u00eancia saud\u00e1vel.<\/p>\n

O INACOM \u00e9 um \u00f3rg\u00e3o regulador de excel\u00eancia, moderno e pr\u00f3-activo, reconhecido no seu papel interventor e visto como refer\u00eancia a n\u00edvel regional, que prima pela transpar\u00eancia, cultura de excel\u00eancia; Integridade e Inova\u00e7\u00e3o.<\/p>\n

J\u00e1 s\u00e3o in\u00fameros projetos da reguladora que contam com o apoio da LBC e, nesta continuidade de apoio, recorreu \u00e0 LBC e \u00e0 ferramenta de iBPM & workflow Cora Sequence<\/em><\/strong>, um software de BPM da Genpact<\/a>, com capacidade para dar resposta a problemas complexos e que permitem a redu\u00e7\u00e3o de custos e efici\u00eancia operacional, para dar in\u00edcio ao seu processo de moderniza\u00e7\u00e3o tecnol\u00f3gica.<\/p>\n

BPM como alavanca para a moderniza\u00e7\u00e3o tecnol\u00f3gica<\/h3>\n

Dada a vasta experi\u00eancia da LBC com a gest\u00e3o de processos de neg\u00f3cio atrav\u00e9s de solu\u00e7\u00f5es de BPM e tendo em conta as necessidades do INACOM, as iniciativas de moderniza\u00e7\u00e3o focaram-se em seis pontos essenciais:<\/p>\n

    \n
  1. Base de dados das entidades<\/strong>: implementa\u00e7\u00e3o de bases de dados de entidades do INACOM, recorrendo ao CRM Dynamics, plataforma de CRM da Microsoft<\/li>\n
  2. Gest\u00e3o de tarefas e projetos<\/strong>: implementa\u00e7\u00e3o de funcionalidades no CRM que permitem a gest\u00e3o de tarefas associadas a uma lista de projetos e que poder\u00e3o se atribu\u00eddas a colaboradores. Inclui, ainda, o acompanhamento atrav\u00e9s de um dashboard<\/em><\/li>\n
  3. Registo e Consulta de Pedidos via Website <\/strong>\u2013 Cria\u00e7\u00e3o de formul\u00e1rios na p\u00e1gina web do INACOM que permitem que os utentes lancem os seus pedidos e interajam com o INACOM nos processos mencionados. Cria\u00e7\u00e3o de uma \u00e1rea de acesso restrito (necessita de registo) onde a entidade poder\u00e1 consultar o estado dos seus pedidos.<\/li>\n
  4. Business Process Management<\/strong>: cria\u00e7\u00e3o e automatiza\u00e7\u00e3o de 3 processos de neg\u00f3cio para o INACOM, atrav\u00e9s do BPM \u2013 Autoriza\u00e7\u00f5es; Licenciamento; Desalfandegamento<\/li>\n
  5. Gest<\/strong>\u00e3o de Reclama\u00e7\u00f5es e Pedidos de Informa\u00e7\u00e3o \u2013 <\/strong>Cria\u00e7\u00e3o e automatiza\u00e7\u00e3o do processo de Gest\u00e3o de Reclama\u00e7\u00f5es e Pedidos de Informa\u00e7\u00e3o, audit\u00e1vel (registado quem faz o qu\u00ea e quando) e permite o tratamento em qualquer dia e hora, de forma a garantir a resolu\u00e7\u00e3o mais eficiente dos pedidos, assim como apurar responsabilidades internas quando os n\u00edveis de servi\u00e7o n\u00e3o s\u00e3o cumpridos.<\/li>\n
  6. Portal Interno Simplificado \u2013 <\/strong>implementado de forma simplificada. Esta primeira etapa tem como objetivo criar uma p\u00e1gina de entrada centralizada para as v\u00e1rias aplica\u00e7\u00f5es do INACOM e disponibilizar uma biblioteca de documentos com acesso restrito a cada dire\u00e7\u00e3o.<\/li>\n<\/ol>\n

    Foi, para a LBC, um enorme prazer e satisfa\u00e7\u00e3o ter a oportunidade de trabalhar, novamente, com esta entidade e fazer parte da sua transforma\u00e7\u00e3o tecnol\u00f3gica.<\/p>","protected":false},"excerpt":{"rendered":"

    A LBC fez parte do projeto da transforma\u00e7\u00e3o tecnol\u00f3gica do maior \u00f3rg\u00e3o regulador das comunica\u00e7\u00f5es eletr\u00f3nicas Angolanas<\/p>","protected":false},"author":2,"featured_media":847,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[259],"tags":[],"setor":[104],"pais":[81],"servico":[275,320],"class_list":["post-848","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-project","setor-telecommunications-media-and-technology","pais-angola","servico-business-process-management","servico-digital-government"],"acf":[],"yoast_head":"\nBPM as a lever for improving response to users - LBC<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/lbc-global.com\/pt\/bpm-como-alavanca-para-a-melhoria-da-resposta-aos-utentes\/\" \/>\n<meta property=\"og:locale\" content=\"pt_PT\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"BPM as a lever for improving response to users - 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