{"id":32895,"date":"2022-10-26T13:44:42","date_gmt":"2022-10-26T16:44:42","guid":{"rendered":"https:\/\/www.ccbc.org.br\/cam-ccbc-centro-arbitragem-mediacao\/?page_id=32895"},"modified":"2022-10-26T13:45:33","modified_gmt":"2022-10-26T16:45:33","slug":"encuesta-de-satisfaccion-2020","status":"publish","type":"page","link":"https:\/\/www.ccbc.org.br\/cam-ccbc-centro-arbitragem-mediacao\/encuesta-de-satisfaccion-2020\/","title":{"rendered":"Encuesta de Satisfacci\u00f3n 2020"},"content":{"rendered":"<p>[et_pb_section fb_built=&#8221;1&#8243; module_class=&#8221;interior-header&#8221; _builder_version=&#8221;4.16&#8243; background_image=&#8221;https:\/\/storage.googleapis.com\/stateless-ccbc-org-br\/2018\/09\/1db29aad-fotolia_109781701_subscription_monthly_xxl.jpg&#8221; custom_padding=&#8221;200px|0px||0px|false|false&#8221; global_colors_info=&#8221;{}&#8221;][et_pb_row _builder_version=&#8221;4.16&#8243; custom_margin=&#8221;50px|||&#8221; global_colors_info=&#8221;{}&#8221;][et_pb_column type=&#8221;4_4&#8243; _builder_version=&#8221;4.16&#8243; background_position=&#8221;top_left&#8221; custom_padding=&#8221;|||&#8221; global_colors_info=&#8221;{}&#8221; custom_padding__hover=&#8221;|||&#8221;][et_pb_text admin_label=&#8221;Header&#8221; _builder_version=&#8221;4.17.4&#8243; text_font=&#8221;|||on|||||&#8221; text_font_size=&#8221;22px&#8221; header_font=&#8221;||||||||&#8221; header_font_size=&#8221;60px&#8221; header_line_height=&#8221;1.2em&#8221; background_layout=&#8221;dark&#8221; hover_enabled=&#8221;0&#8243; header_font_size_tablet=&#8221;30px&#8221; header_font_size_phone=&#8221;&#8221; header_font_size_last_edited=&#8221;on|phone&#8221; global_colors_info=&#8221;{}&#8221; sticky_enabled=&#8221;0&#8243;]<\/p>\n<h1>Encuesta de Satisfacci\u00f3n 2020<\/h1>\n<p>[\/et_pb_text][\/et_pb_column][\/et_pb_row][et_pb_row _builder_version=&#8221;4.16&#8243; custom_margin=&#8221;0px||0px|&#8221; custom_padding=&#8221;0px||0px|&#8221; global_colors_info=&#8221;{}&#8221;][et_pb_column type=&#8221;4_4&#8243; _builder_version=&#8221;4.16&#8243; custom_padding=&#8221;|||&#8221; global_colors_info=&#8221;{}&#8221; custom_padding__hover=&#8221;|||&#8221;][et_pb_code admin_label=&#8221;Breadcrumbs shortcode&#8221; module_class=&#8221;breadcrumbs&#8221; _builder_version=&#8221;4.16&#8243; custom_css_main_element=&#8221;margin-top: 103px;||font-size: 14px;&#8221; global_colors_info=&#8221;{}&#8221;][\/et_pb_code][\/et_pb_column][\/et_pb_row][\/et_pb_section][et_pb_section fb_built=&#8221;1&#8243; disabled_on=&#8221;off|off|off&#8221; module_id=&#8221;encuesta&#8221; _builder_version=&#8221;4.16&#8243; global_colors_info=&#8221;{}&#8221;][et_pb_row _builder_version=&#8221;4.16&#8243; global_colors_info=&#8221;{}&#8221;][et_pb_column type=&#8221;4_4&#8243; _builder_version=&#8221;4.16&#8243; custom_padding=&#8221;|||&#8221; global_colors_info=&#8221;{}&#8221; custom_padding__hover=&#8221;|||&#8221;][et_pb_text module_class=&#8221;header-with-button&#8221; _builder_version=&#8221;4.16&#8243; header_font=&#8221;||||||||&#8221; header_font_size=&#8221;29px&#8221; global_colors_info=&#8221;{}&#8221;]<\/p>\n<h1>Sobre la encuesta de satisfacci\u00f3n<\/h1>\n<p>[\/et_pb_text][\/et_pb_column][\/et_pb_row][et_pb_row _builder_version=&#8221;4.16&#8243; global_colors_info=&#8221;{}&#8221;][et_pb_column type=&#8221;4_4&#8243; _builder_version=&#8221;4.16&#8243; custom_padding=&#8221;|||&#8221; global_colors_info=&#8221;{}&#8221; custom_padding__hover=&#8221;|||&#8221;][et_pb_text _builder_version=&#8221;4.16&#8243; text_font=&#8221;Open Sans||||||||&#8221; text_orientation=&#8221;justified&#8221; global_colors_info=&#8221;{}&#8221;]<\/p>\n<p>La encuesta se lleva a cabo anualmente para evaluar la satisfacci\u00f3n de los usuarios de los servicios de administraci\u00f3n de los m\u00e9todos apropiados de resoluci\u00f3n de disputas proporcionados por el Centro. \u00a0A partir de los datos recogidos por la encuesta, el equipo del CAM-CCBC crea planes de acci\u00f3n para la mejora continua de los servicios basados en los pilares de la Pol\u00edtica de Calidad del Centro.<\/p>\n<p>En 2020, el CAM-CCBC se organiz\u00f3 internamente para garantizar la continuidad de m\u00e1s de 300 procedimientos en marcha y determin\u00f3 medidas de emergencia que aseguraron el desarrollo remoto y seguro de los procesos bajo su gesti\u00f3n. \u00a0Pusimos en pr\u00e1ctica un proyecto que ya estaba en marcha: migraci\u00f3n para la conducci\u00f3n el 100% electr\u00f3nica de los procedimientos.<\/p>\n<p>En la encuesta de 2020 tuvimos 287 participantes, que contribuyeron a los siguientes resultados:<\/p>\n<p>[\/et_pb_text][et_pb_number_counter title=&#8221;participantes en 2020&#8243; number=&#8221;287&#8243; percent_sign=&#8221;off&#8221; _builder_version=&#8221;4.16&#8243; global_colors_info=&#8221;{}&#8221;]<br \/>\n[\/et_pb_number_counter][\/et_pb_column][\/et_pb_row][et_pb_row _builder_version=&#8221;4.16&#8243; global_colors_info=&#8221;{}&#8221;][et_pb_column type=&#8221;4_4&#8243; _builder_version=&#8221;4.16&#8243; custom_padding=&#8221;|||&#8221; global_colors_info=&#8221;{}&#8221; custom_padding__hover=&#8221;|||&#8221;][et_pb_text module_class=&#8221;header-with-button&#8221; _builder_version=&#8221;4.16&#8243; header_font=&#8221;||||||||&#8221; header_font_size=&#8221;29px&#8221; global_colors_info=&#8221;{}&#8221;]<\/p>\n<h1>1. Infraestructura Virtual<\/h1>\n<p>[\/et_pb_text][\/et_pb_column][\/et_pb_row][et_pb_row _builder_version=&#8221;4.16&#8243; global_colors_info=&#8221;{}&#8221;][et_pb_column type=&#8221;4_4&#8243; _builder_version=&#8221;4.16&#8243; custom_padding=&#8221;|||&#8221; global_colors_info=&#8221;{}&#8221; custom_padding__hover=&#8221;|||&#8221;][et_pb_text _builder_version=&#8221;4.16&#8243; text_font=&#8221;Open Sans||||||||&#8221; global_colors_info=&#8221;{}&#8221;]<\/p>\n<p>Frente al escenario pand\u00e9mico, la encuesta se centr\u00f3 en la evaluaci\u00f3n de las herramientas virtuales proporcionadas por el CAM-CCBC.<\/p>\n<p>El gr\u00e1fico a continuaci\u00f3n demuestra la satisfacci\u00f3n con las herramientas virtuales, el apoyo y el asesoramiento tecnol\u00f3gico, y la infraestructura digital (provisi\u00f3n de plataformas, orientaci\u00f3n para el acceso a trav\u00e9s de gu\u00edas y tutoriales, uso del entorno de red para el intercambio de documentos, entre otros):<\/p>\n<p>[\/et_pb_text][et_pb_code _builder_version=&#8221;4.16&#8243; global_colors_info=&#8221;{}&#8221;]<div class=\"infogram-embed\" data-id=\"ec3d08fd-3198-46da-a613-9a05213c4e7e\" data-type=\"interactive\"><\/div><script>!function(e,t,s,i){var n=\"InfogramEmbeds\",o=e.getElementsByTagName(\"script\"),d=o[0],r=\/^http:\/.test(e.location)?\"http:\":\"https:\";if(\/^\\\/{2}\/.test(i)&&(i=r+i),window[n]&&window[n].initialized)window[n].process&&window[n].process();else if(!e.getElementById(s)){var a=e.createElement(\"script\");a.async=1,a.id=s,a.src=i,d.parentNode.insertBefore(a,d)}}(document,0,\"infogram-async\",\"\/\/e.infogram.com\/js\/dist\/embed-loader-min.js\");<\/script>[\/et_pb_code][\/et_pb_column][\/et_pb_row][et_pb_row _builder_version=&#8221;4.16&#8243; global_colors_info=&#8221;{}&#8221;][et_pb_column type=&#8221;4_4&#8243; _builder_version=&#8221;4.16&#8243; custom_padding=&#8221;|||&#8221; global_colors_info=&#8221;{}&#8221; custom_padding__hover=&#8221;|||&#8221;][et_pb_text module_class=&#8221;header-with-button&#8221; _builder_version=&#8221;4.16&#8243; header_font=&#8221;||||||||&#8221; header_font_size=&#8221;29px&#8221; global_colors_info=&#8221;{}&#8221;]<\/p>\n<h1>2. Cordialidad, prontitud y conocimiento de los empleados<\/h1>\n<p>[\/et_pb_text][\/et_pb_column][\/et_pb_row][et_pb_row _builder_version=&#8221;4.16&#8243; global_colors_info=&#8221;{}&#8221;][et_pb_column type=&#8221;4_4&#8243; _builder_version=&#8221;4.16&#8243; custom_padding=&#8221;|||&#8221; global_colors_info=&#8221;{}&#8221; custom_padding__hover=&#8221;|||&#8221;][et_pb_text _builder_version=&#8221;4.16&#8243; text_font=&#8221;Open Sans||||||||&#8221; global_colors_info=&#8221;{}&#8221;]<\/p>\n<p>En este punto, se eval\u00faa el trabajo de las ocho Secretar\u00edas Ejecutivas del CAM-CCBC, equipos compuestos por abogados especializados en m\u00e9todos alternativos de resoluci\u00f3n de disputas, responsables de la administraci\u00f3n de los procedimientos, el trabajo de la Secretar\u00eda General, equipo de eventos, relaciones, marketing, financiero, administrativo, recepci\u00f3n y otros empleados del Centro.<\/p>\n<p>[\/et_pb_text][et_pb_code _builder_version=&#8221;4.16&#8243; global_colors_info=&#8221;{}&#8221;]<div class=\"infogram-embed\" data-id=\"81fcf477-feff-4c38-bbbf-1656c7f8d76c\" data-type=\"interactive\"><\/div><script>!function(e,t,s,i){var n=\"InfogramEmbeds\",o=e.getElementsByTagName(\"script\"),d=o[0],r=\/^http:\/.test(e.location)?\"http:\":\"https:\";if(\/^\\\/{2}\/.test(i)&&(i=r+i),window[n]&&window[n].initialized)window[n].process&&window[n].process();else if(!e.getElementById(s)){var a=e.createElement(\"script\");a.async=1,a.id=s,a.src=i,d.parentNode.insertBefore(a,d)}}(document,0,\"infogram-async\",\"\/\/e.infogram.com\/js\/dist\/embed-loader-min.js\");<\/script>[\/et_pb_code][\/et_pb_column][\/et_pb_row][et_pb_row _builder_version=&#8221;4.16&#8243; global_colors_info=&#8221;{}&#8221;][et_pb_column type=&#8221;4_4&#8243; _builder_version=&#8221;4.16&#8243; custom_padding=&#8221;|||&#8221; global_colors_info=&#8221;{}&#8221; custom_padding__hover=&#8221;|||&#8221;][et_pb_text module_class=&#8221;header-with-button&#8221; _builder_version=&#8221;4.16&#8243; header_font=&#8221;||||||||&#8221; header_font_size=&#8221;29px&#8221; global_colors_info=&#8221;{}&#8221;]<\/p>\n<h1>3. Imparcialidad de los empleados y tratamiento ison\u00f3mico dado a las partes y a los abogados<\/h1>\n<p>[\/et_pb_text][\/et_pb_column][\/et_pb_row][et_pb_row _builder_version=&#8221;4.16&#8243; global_colors_info=&#8221;{}&#8221;][et_pb_column type=&#8221;4_4&#8243; _builder_version=&#8221;4.16&#8243; custom_padding=&#8221;|||&#8221; global_colors_info=&#8221;{}&#8221; custom_padding__hover=&#8221;|||&#8221;][et_pb_text _builder_version=&#8221;4.16&#8243; text_font=&#8221;Open Sans||||||||&#8221; global_colors_info=&#8221;{}&#8221;]<\/p>\n<p>La evaluaci\u00f3n de este aspecto est\u00e1 directamente relacionada con los pilares de actuaci\u00f3n del CAM-CCBC, que asume una posici\u00f3n neutral en la administraci\u00f3n de los procedimientos sometidos.<\/p>\n<p>[\/et_pb_text][et_pb_code _builder_version=&#8221;4.16&#8243; global_colors_info=&#8221;{}&#8221;]<div class=\"infogram-embed\" data-id=\"8f2879ce-d267-4381-85ec-45cf04e4a171\" data-type=\"interactive\"><\/div><script>!function(e,t,s,i){var n=\"InfogramEmbeds\",o=e.getElementsByTagName(\"script\"),d=o[0],r=\/^http:\/.test(e.location)?\"http:\":\"https:\";if(\/^\\\/{2}\/.test(i)&&(i=r+i),window[n]&&window[n].initialized)window[n].process&&window[n].process();else if(!e.getElementById(s)){var a=e.createElement(\"script\");a.async=1,a.id=s,a.src=i,d.parentNode.insertBefore(a,d)}}(document,0,\"infogram-async\",\"\/\/e.infogram.com\/js\/dist\/embed-loader-min.js\");<\/script>[\/et_pb_code][\/et_pb_column][\/et_pb_row][et_pb_row _builder_version=&#8221;4.16&#8243; global_colors_info=&#8221;{}&#8221;][et_pb_column type=&#8221;4_4&#8243; _builder_version=&#8221;4.16&#8243; custom_padding=&#8221;|||&#8221; global_colors_info=&#8221;{}&#8221; custom_padding__hover=&#8221;|||&#8221;][et_pb_text module_class=&#8221;header-with-button&#8221; _builder_version=&#8221;4.16&#8243; header_font=&#8221;||||||||&#8221; header_font_size=&#8221;29px&#8221; global_colors_info=&#8221;{}&#8221;]<\/p>\n<h1>4. Cumplimiento de los plazos por la Secretar\u00eda<\/h1>\n<p>[\/et_pb_text][\/et_pb_column][\/et_pb_row][et_pb_row _builder_version=&#8221;4.16&#8243; global_colors_info=&#8221;{}&#8221;][et_pb_column type=&#8221;4_4&#8243; _builder_version=&#8221;4.16&#8243; custom_padding=&#8221;|||&#8221; global_colors_info=&#8221;{}&#8221; custom_padding__hover=&#8221;|||&#8221;][et_pb_text _builder_version=&#8221;4.16&#8243; text_font=&#8221;Open Sans||||||||&#8221; global_colors_info=&#8221;{}&#8221;]<\/p>\n<p>La Secretar\u00eda del CAM-CCBC es t\u00e9cnicamente especializada y se diferencia en comparaci\u00f3n con otros centros de arbitraje. Adem\u00e1s de realizar el control con relaci\u00f3n a la cordialidad, prontitud y conocimiento t\u00e9cnico, hacemos un seguimiento y an\u00e1lisis incisivo sobre el cumplimiento de los plazos.<\/p>\n<p>[\/et_pb_text][et_pb_code _builder_version=&#8221;4.16&#8243; global_colors_info=&#8221;{}&#8221;]<div class=\"infogram-embed\" data-id=\"14924b28-ed69-4eae-b839-2a3d9a048d03\" data-type=\"interactive\"><\/div><script>!function(e,t,s,i){var n=\"InfogramEmbeds\",o=e.getElementsByTagName(\"script\"),d=o[0],r=\/^http:\/.test(e.location)?\"http:\":\"https:\";if(\/^\\\/{2}\/.test(i)&&(i=r+i),window[n]&&window[n].initialized)window[n].process&&window[n].process();else if(!e.getElementById(s)){var a=e.createElement(\"script\");a.async=1,a.id=s,a.src=i,d.parentNode.insertBefore(a,d)}}(document,0,\"infogram-async\",\"\/\/e.infogram.com\/js\/dist\/embed-loader-min.js\");<\/script>[\/et_pb_code][et_pb_code _builder_version=&#8221;4.16&#8243; global_colors_info=&#8221;{}&#8221;][\/et_pb_code][\/et_pb_column][\/et_pb_row][et_pb_row _builder_version=&#8221;4.16&#8243; global_colors_info=&#8221;{}&#8221;][et_pb_column type=&#8221;4_4&#8243; _builder_version=&#8221;4.16&#8243; custom_padding=&#8221;|||&#8221; global_colors_info=&#8221;{}&#8221; custom_padding__hover=&#8221;|||&#8221;][et_pb_text module_class=&#8221;header-with-button&#8221; _builder_version=&#8221;4.16&#8243; header_font=&#8221;||||||||&#8221; header_font_size=&#8221;29px&#8221; global_colors_info=&#8221;{}&#8221;]<\/p>\n<h1>5. Transparencia de los procedimientos adoptados por el CAM-CCBC<\/h1>\n<p>[\/et_pb_text][\/et_pb_column][\/et_pb_row][et_pb_row _builder_version=&#8221;4.16&#8243; global_colors_info=&#8221;{}&#8221;][et_pb_column type=&#8221;4_4&#8243; _builder_version=&#8221;4.16&#8243; custom_padding=&#8221;|||&#8221; global_colors_info=&#8221;{}&#8221; custom_padding__hover=&#8221;|||&#8221;][et_pb_text _builder_version=&#8221;4.16&#8243; text_font=&#8221;Open Sans||||||||&#8221; global_colors_info=&#8221;{}&#8221;]<\/p>\n<p>El CAM-CCBC desarrolla continuamente nuevos mecanismos de transparencia, siempre atentos a los desarrollos tecnol\u00f3gicos, especialmente en el entorno virtual. A continuaci\u00f3n se muestra la satisfacci\u00f3n relacionada con este punto:<\/p>\n<p>[\/et_pb_text][et_pb_code _builder_version=&#8221;4.16&#8243; global_colors_info=&#8221;{}&#8221;]<div class=\"infogram-embed\" data-id=\"8baa0741-b134-44a6-a615-e303a8950410\" data-type=\"interactive\"><\/div><script>!function(e,t,s,i){var n=\"InfogramEmbeds\",o=e.getElementsByTagName(\"script\"),d=o[0],r=\/^http:\/.test(e.location)?\"http:\":\"https:\";if(\/^\\\/{2}\/.test(i)&&(i=r+i),window[n]&&window[n].initialized)window[n].process&&window[n].process();else if(!e.getElementById(s)){var a=e.createElement(\"script\");a.async=1,a.id=s,a.src=i,d.parentNode.insertBefore(a,d)}}(document,0,\"infogram-async\",\"\/\/e.infogram.com\/js\/dist\/embed-loader-min.js\");<\/script>[\/et_pb_code][\/et_pb_column][\/et_pb_row][et_pb_row _builder_version=&#8221;4.16&#8243; global_colors_info=&#8221;{}&#8221;][et_pb_column type=&#8221;4_4&#8243; _builder_version=&#8221;4.16&#8243; custom_padding=&#8221;|||&#8221; global_colors_info=&#8221;{}&#8221; custom_padding__hover=&#8221;|||&#8221;][et_pb_text module_class=&#8221;header-with-button&#8221; _builder_version=&#8221;4.16&#8243; header_font=&#8221;||||||||&#8221; header_font_size=&#8221;29px&#8221; global_colors_info=&#8221;{}&#8221;]<\/p>\n<h1>6. Comprensi\u00f3n de las regulaciones, resoluciones administrativas, tablas de gastos y otros<\/h1>\n<p>[\/et_pb_text][\/et_pb_column][\/et_pb_row][et_pb_row _builder_version=&#8221;4.16&#8243; global_colors_info=&#8221;{}&#8221;][et_pb_column type=&#8221;4_4&#8243; _builder_version=&#8221;4.16&#8243; custom_padding=&#8221;|||&#8221; global_colors_info=&#8221;{}&#8221; custom_padding__hover=&#8221;|||&#8221;][et_pb_text module_class=&#8221;header-with-button&#8221; _builder_version=&#8221;4.16&#8243; header_font=&#8221;||||||||&#8221; header_font_size=&#8221;29px&#8221; global_colors_info=&#8221;{}&#8221;]<\/p>\n<p>Adem\u00e1s de los Reglamentos y Tablas de Gastos aplicadas a los procedimientos administrados por el Centro, el CAM-CCBC publica orientaciones y <em>guidelines<\/em> sobre sus actividades en una serie de Resoluciones Administrativas emitidas desde 2012. Esto permite la incorporaci\u00f3n de las mejores pr\u00e1cticas en el servicio prestado por la Instituci\u00f3n.<\/p>\n<p>[\/et_pb_text][et_pb_code _builder_version=&#8221;4.16&#8243; global_colors_info=&#8221;{}&#8221;]<div class=\"infogram-embed\" data-id=\"66199c08-8e3f-4373-b9ec-9606442bf38a\" data-type=\"interactive\"><\/div><script>!function(e,t,s,i){var n=\"InfogramEmbeds\",o=e.getElementsByTagName(\"script\"),d=o[0],r=\/^http:\/.test(e.location)?\"http:\":\"https:\";if(\/^\\\/{2}\/.test(i)&&(i=r+i),window[n]&&window[n].initialized)window[n].process&&window[n].process();else if(!e.getElementById(s)){var a=e.createElement(\"script\");a.async=1,a.id=s,a.src=i,d.parentNode.insertBefore(a,d)}}(document,0,\"infogram-async\",\"\/\/e.infogram.com\/js\/dist\/embed-loader-min.js\");<\/script>[\/et_pb_code][\/et_pb_column][\/et_pb_row][et_pb_row _builder_version=&#8221;4.16&#8243; global_colors_info=&#8221;{}&#8221;][et_pb_column type=&#8221;4_4&#8243; _builder_version=&#8221;4.16&#8243; custom_padding=&#8221;|||&#8221; global_colors_info=&#8221;{}&#8221; custom_padding__hover=&#8221;|||&#8221;][et_pb_text module_class=&#8221;header-with-button&#8221; _builder_version=&#8221;4.16&#8243; header_font=&#8221;||||||||&#8221; header_font_size=&#8221;29px&#8221; global_colors_info=&#8221;{}&#8221;]<\/p>\n<h1>7. 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_builder_version=&#8221;4.16&#8243; custom_padding=&#8221;|||&#8221; global_colors_info=&#8221;{}&#8221; custom_padding__hover=&#8221;|||&#8221;][et_pb_text admin_label=&#8221;CONTACT US&#8221; module_id=&#8221;a1&#8243; _builder_version=&#8221;4.16&#8243; header_3_font=&#8221;|700||on|||||&#8221; global_colors_info=&#8221;{}&#8221;]<\/p>\n<h3><strong>CONTACT US<\/strong><\/h3>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"wp-image-5103 alignnone size-full\" src=\"https:\/\/ccbc.org.br\/cam-ccbc-centro-arbitragem-mediacao\/wp-content\/uploads\/sites\/10\/2018\/08\/tel.png\" alt=\"\" width=\"8\" height=\"8\"> +55 11 4058-0400<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"wp-image-5113 alignnone size-full\" src=\"https:\/\/ccbc.org.br\/cam-ccbc-centro-arbitragem-mediacao\/wp-content\/uploads\/sites\/10\/2018\/08\/mail_2.png\" alt=\"\" width=\"13\" height=\"8\">&nbsp;ccbc@ccbc.org.br<\/p>\n<\/p>\n<p>[\/et_pb_text][\/et_pb_column][et_pb_column type=&#8221;1_4&#8243; _builder_version=&#8221;4.16&#8243; 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