E3S Web of Conferences (Jan 2021)

Development of a bug tracking system for processing complaints to medical organizations

  • Demchenko Dmitrii,
  • Bolsunovskaya Marina,
  • Shirokova Svetlana,
  • Leksashov Aleksandr,
  • Orlov Ivan,
  • Makarevich Nikita,
  • Doynikov Anton

DOI
https://doi.org/10.1051/e3sconf/202128404010
Journal volume & issue
Vol. 284
p. 04010

Abstract

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The article substantiates the feasibility of developing and implementing an automated bug tracking system “Organization of work with citizens' appeals” to optimize the existing business processes for processing appeals and complaints to medical organizations of St. Petersburg. The article analyzes the key business processes of the enterprise in the field of registration and routing of complaints, as well as the formation of reports. The process of development and implementation of an automated system for processing requests is described, the effectiveness of implementation is assessed, and recommendations for its further development and use are given.