Purpose of the study: The objective of this research is to develop a framework for managing the claim document. The contractual and management issues will be considered in this framework to enhance the Claims Management System (CMS). The framework includes the mechanism of claim submission based on Fédération Internationale Des Ingénieurs Conseils (FIDIC) 2017 clauses and procedures.

Methodology: Qualitative methodology has been selected for this paper as the topic requires a collection of sensitive information from an experienced professional. The proposed CM framework developed based on, a study conducted to rank the feature required for CMS. This study has been conducted among 43 experts in Claims Management (CM) field working on contractor firm’s category A. Then, the framework verified by 7 experts who participate in the first study.

Main Findings:  Eleven features were required for CMS that can enhance contractor claim submission. These factors have a different level of importance. The top three factors are Tracking Claim Status (99.5%), Supporting all types of document (96.3%), Centralized Database (93.0%). Based on these features, the proposed framework developed to improve contractor claim submission.

Applications of this study: Applying the proposed framework will reduce human effort in getting document related to claims by its systematic recording, transparency, a reminder feature, contractual guide, friendly user and other features of the system. Moreover, it will provide the contractual support pursuant to FIDIC 2017 clauses.

Novelty/Originality of this study: The framework will improve contractor claim submission and the contractor will be satisfied by claim resolution and engineer determination. Side by side the framework will save about 50% of time consumed (d is missing) by the claims analysts that usually spent in collecting information, screening and identifying related claim event document in the project’s documentation.


  1. Ali, A. M. E. F. (2015). A study on Causes and Management of Claims in the Sudanese Construction Industry, M.Sc. Thesis, Construction Management, Sudan University of Science and Technology, Sudan.
  2. Bakhary, N. A., Adnan, H. and Ibrahim, A. (2018). ‘Construction claim problems in Malaysia: from the contractor’s perspective’, in MATEC Web of Conferences 192, 02004, pp. 4–7. https://doi.org/10.1051/matecconf/201819202004
  3. FIDIC (2017) Conditions of Contract for Construction. 2nd edition. FIDIC.
  4. Hammad, M. M. (2001). CPDICENTER: Web-Based Virtual Construction Project Document Information Center in Support of Claims Preparation. Ph.D. Thesis, Faculty of Engineering and Computer Science, Concordia University, Montreal, Quebec, Canada. https://doi.org/10.1061/40513(279)110
  5. Hammad, M. M., and Alkass, S. T. (2000). "A Web-Based Construction Project Document Information Center in Support of Claims Preparation." Proc., Eighth International Conference on Computing in Civil and Building Engineering, ASCE, 279, 110. https://doi.org/10.1061/40513(279)110
  6. Ho, S. P., Asce, A. M., Liu, L. Y. and Asce, M. (2016). ‘Analytical Model for Analyzing Construction Claims and Opportunistic Bidding Analytical Model for Analyzing Construction Claims and Opportunistic Bidding’, 9364(February 2004). https://doi.org/10.1061/(ASCE)0733-9364(2004)130:1(94)
  7. Hwang, B. G., and Low, L. K. (2012) ‘Construction project change management in Singapore: Status, importance and impact’, International Journal of Project Management. Elsevier Ltd. APM and IPMA, 30(7), pp. 817–826. https://doi.org/10.1016/j.ijproman.2011.11.001
  8. Kycia, K. (2018) The new FIDIC conditions of contract (2017) from the Polish perspective. Dla Piper
  9. Shadid, M. S. R. (2015) Construction Claims Management in United Arab Emirates Construction Industry. M.Sc. Thesis, Faculty of Engineering, Eastern Mediterranean University, Gazimağusa, North Cyprus.
  10. Tan, H. C., Anumba, C. and Yap, E. H. (2011) ‘The Development of a Web-based Construction Claims Management System: End Users’ Requirements’, in 2011 International Conference on Construction and Real Estate Management, At Guangzhou, China, Volume: 1.
  11. Tan, H. Chen and Anumba, C. J. (2013). ‘Web-Based Construction Claims Management System: Operation of the Prototype’, 30th CIB W78 International Conference. Beijing, China, pp. 594–604.