“…IMC, unlike other solutions, does not rely only on emails for communication. As Barbeau (2018) justifies, managing the issue life cycle via email is inefficient, since email is not the most suitable medium for tracking individual issues, including information about the assignees and the actions taken, until an issue is resolved. For this reason, each civil servant who belongs to one or more departments has their own credentials to log in to their personal administration user interface (UI).…”