Australian State Government Agency reduces the average time to digitize a customer interaction by 96%!
A state government agency
New South Wales, Australia
Common information model
01 Our customer
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.
Provide a single point of contact for citizen interactions across all government agencies.
- 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
Capsifi efficiently consolidated & integrated the digital strategy, solution designs and project delivery across the entire portfolio.
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
- Form modelling
- Common information model
- Interaction catalogue