Abstract
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.
Highlights
Today, bug tracking systems are an integral part of the work of any IT solution development team, they help speed up the process of handling bugs in the process of creating software, as well as speed up the understanding and elimination of defects during the operation of software
The paper presents a detailed description of the research object, its structure, function and business processes
External participants: – Citizens of the Russian Federation wishing to leave an appeal; – Operator of a medical organization - a person in the MO responsible for processing citizens' appeals in his organization; – District health department operator - a person in DHC (Polyclinics and some other medical organizations are under control of the district health department, and all legal issues must be resolved through it.), responsible for processing citizens' appeals in their district; Description of the process, the process diagram is shown in the figure 2 [12]
Summary
Bug tracking systems are an integral part of the work of any IT solution development team, they help speed up the process of handling bugs in the process of creating software, as well as speed up the understanding and elimination of defects during the operation of software. This research was conducted to show that the classical logic of bug tracking systems is applicable in the IT field, and in the civil sector, in such areas as education, medicine and many others. The purpose of this work is to analyze the classic bug tracking systems market and substantiate the need to develop own solution for the St. Petersburg Medical Data Center (MDC), using the best practices from existing bug tracking systems. The methodological basis of the study was the articles about bug-tracking systems [1-7], as well as studies on the project management systems [3,4,8,9] and software testing [8]
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