DTS is an automated system for processing debit and credit card disputes between customers, merchants and banks.

This system allows bank clerks to track the current status of all disputes (according to the workflow procedure) and respond accordingly to any changes. The purpose of this project was to save money by improving operating efficiency, decrease processing time for each step, generate automatic triggers and reminders, and eliminate paper files.

The system distributes pending tasks by placing them in the user queues of currently active users. Work distribution policy depends on workers' capacity to perform certain operations (skill level, security access rights, current workload, etc.). The users are notified if certain actions must be taken (call customer, make a research for a requested from, etc.). Besides, they can easily access information about a particular claim and modify it, if necessary. Information about new claims is uploaded to the system with a batch utility on a specified schedule, or can be added manually.

On Work Items tab user works with tasks assigned by the system work distribution process.

The system stores parameters, such as list of transactions, category, disputed amount, customer attributes, etc. for each dispute claim. It keeps record of issued provisional/reverse/final credits, notes and audit trail for operations performed during claim processing. In the verification stage a user can view information on claims that are probable merge candidates, and on claims associated with the current claim (associated claims are the claims that have the same originator) and make a decision.

The system stores parameters for each dispute transaction (e.g. disputed amount, current status, post date, brief description, parameters of the related bank transaction, etc.), keeps track of the photo acquisition, form fill (for fraud claims), as well as chargeback process (including 1st chargeback, representment processing, 2nd chargeback). Alike for claim, it keeps record of notes and audit trail for operations performed by way of transaction processing.

The system regulates management of documents related with claims under processing. This is achieved by DTS integration with document management system. It allows a user at any time to request and retrieve a necessary document to make a decision on a claim. DTS comprises a document management system that provides minimal requisite functionality. The used document management system can be changed upon customer request.

DTS includes Automated Document Printing module responsible for printing documents released in the process of claim processing: letters, notifications for customers, blank forms for claim originator, etc. Expandable and editable set of templates is provided for standard paperwork, and can be adjusted to the customer's business needs.

DTS provides reporting capability with a large variety of reports. These reports reflect the processes that occur in the system: daily statistics of started/completed claims, analysis of work items worked by users, claims processing statistics, expected deadlines, etc.

DTS is equipped with administration interface to manage control parameters and users of the system, as well as a capability to handle user queues on the workflow management system.

Work Queue tab allows administrator to manage user queues on the workflow management system.

The system includes an on-line help allowing a user to search for instructions and help with certain operations. On-line help covers topics on system usage, as well as other related information.

DTS is based on a workflow management system that controls business processes. Right now Staffware Workflow Server is used. Access to it is implemented via Staffware Enterprise Objects (SEO) library. The system can be remodeled to be integrated with other workflow management systems, as per customer requirement.

DTS is developed using J2EE architecture. The Cockpit Framework was utilized to develop the system. A web-container with support for Servlet 2.2/JSP 1.1 and a EJB container supporting EJB1.1 specifications are required to run the system. There is a variety of software that meets these requirements. The system can be customized to work on any application server, specified by the customer. Internet Explorer 5.0 and later is used on the client side.