Customer

A state government agency

Industry

Public sector

Location

New South Wales, Australia

Capsifi products

Form modelling
Common information model
Interaction catalogue

01 Our customer

Background

An Australian State Government agency formed in 2003 and already generating over 40 million customer interactions annually. Their system allows for 70% of government transactions to be conducted via digital channels and they offer over 800 transactions to residents and businesses.

The Task

Provide a single point of contact for citizen interactions across all government agencies.

Challenges

  • Citizen transactions with the State Government were inefficiently trapped in bureaucratic silos of legacy systems and paper forms.
  • Coordinating multiple, concurrent project teams across a large digitization portfolio was extremely complex and difficult to manage.

02 Solution and outcome

Solution

Capsifi efficiently consolidated & integrated the digital strategy, solution designs and project delivery across the entire portfolio.

Outcome

The average time to digitize a customer interaction was reduced from approximately 160 person-days (4 developers over 8 weeks) to approximately 6 person-days (2 business analysts in 3 days).

03 Why Capsifi was selected

Winning features

  • Form modelling
  • Common information model
  • Interaction catalogue

Ready to get started?

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