Gestão dinâmica do processo de atendimento à vítima na APAV

Abstract

The usage of technological Information Systems in an organization makes a considerable impact on its productivity, as it allows the automation and uniformization of processes and data centralization. Although, in many scenarios, IS are not agile enough to allow the implementation of new functionalities or accommodate workflow changes that better adapt the real needs of the organization. The Portuguese Association for Victim Support (APAV) is a private charitable organization that supports crime victims and their family and friends. Currently, APAV uses software support systems to care for the victims. These systems have flaws as they do not allow the management of the forms that are used to collect data about the victims and the service. These limitations make it difficult to collect the information needed and prevent APAV from improving its victim care process. The project presented in this dissertation consists on the planning and partial implementation of a new system, the Victim Care Management Platform, that will replace the existing systems, providing more flexibility of management and implementing more secure mechanisms to protect the collected data about the victims. This new system brings together data from both victim's care service and support processes, allowing the administrators to create and edit dynamic forms to collect data about the victims, enables user's activity monitoring and event management, and making it easier to collect data. It is expected that this system could help APAV to increase the victim's care process efficiency and to build accurate statistical reports, minimizing errors related with the data collecting, and reducing the necessary work to manage the victim's care processes.