Australian State Government Agency Reduces the Average Time to Digitize a Customer Interaction by 96%!

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

Using enterprise architecture solutions, provide a focused, single point of contact for citizen interactions across all working 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 required mass data management.

Solution

Capsifi efficiently consolidated & integrated the digital strategy, solution designs and project delivery across the entire portfolio and achieved a customer interaction model that reduced average customer interaction time by 96%!

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).

Winning features

• Winning Architecture Governance Features
• Form Modelling
• Common Information Model
• Proven Financial Governance Solutions
• Interaction Catalogue

Contact Us

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