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 the clauses and procedures of Fédération Internationale Des Ingénieurs Conseils (FIDIC, 2017).

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

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

Applications of this study: Applying the proposed framework reduces human efforts in getting documents related to claims by its systematic recording, transparency, reminder feature, contractual guide, user-friendliness, and other features of the system. Moreover, it provides 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 by the claims analysts that are usually spent in collecting, screening, and identifying information related to claim event in the project’s documentation.


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