BIC Process Mining enables Catalonian Public Digitalization Institution to save up to 16,000 working hours

At the time that Consorci AOC opted for GBTEC's BIC Process Mining, the organization was confronted with an increasing task load. In addition to the upsurge in digital devices related to the pandemic, the need for digital identification methods and a tool capable of helping them refine and continuously improve their processes became apparent. In just 10 years, the organization's scope of activities expanded by 1257 percent, and support requests increased by more than 160 percent. During this period of growth, process mining provided a unique opportunity to help Consorci AOC identify potential inefficiencies and streamline and optimize their processes.

Consorci AOC needed an intuitive solution as the basis for good decision-making to create a better customer experience for its citizens. With GBTEC's BIC Process Mining, set up by Iterem, AOC succeeded in implementing a method to automatically detect all process steps of the customer lifecycle. On that basis, AOC identified potential for standardizing processes - but also ways to execute workflows as optimally and efficiently as possible. Using BIC Process Mining, AOC was able to uncover concrete improvement measures that resulted in a noticeable reduction in response times. Apart from these functionalities, the software also allows the organization to quickly detect those requests that fall outside the desired response times, and to prioritize them accordingly. With the process simulation component of BIC Process Mining, AOC ensures transparency in their process execution and improves compliance with regulations and quality standards.