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Australian State Government Agency

Reducing the average time to digitize a customer interaction by 96%.

17 April 24

The Customer

A state government agency

Industry:

  • Public sector

Location:

  • New South Wales, Australia

Capsifi Products:

  • Form modelling
  • Common information model
  • Interaction catalogue

01

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.

02

The Task

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

03

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.

The Outcome

Enterprise Architecture Solution

Industry:

  • Public sector

Location:

  • New South Wales, Australia

Capsifi Products:

  • Form modelling
  • Common information model
  • Interaction catalogue

01

The Solution

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

02

The 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

Why Capsifi was selected

Solutions

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Business Architecture

Fast-track business decisions with holistic, interactive insights into the intricate dependencies within your business operating model.

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Customer Experience

Customer-centric innovation to ensure you stay focused on those who allow your business to thrive.

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Enterprise Architecture

Manage, evolve and maintain a modern technology estate, explicitly aligned to business needs.

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Enterprise Governance

Reduce uncertainty and responsibly manage risks through a clear line of sight for enterprise compliance with policies, controls and regulations.

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Portfolio Planning

Build the capacity to transform, with well-grounded investments and continuous monitoring of the impact of change.

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Strategy Execution

Clearly articulate your strategic direction to enable agile decision-making aligned with desired business outcomes.

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Gartner disclaimer:

Gartner, Magic Quadrant for Enterprise Architecture Tools, Akshay Jhawar, Gilbert van der Heiden, Andrew Gianni, Andreas Frangou, 12 December 2022.
GARTNER is a registered trademark and service mark and MAGIC QUADRANT is a registered trademark of Gartner, Inc. and/or its affiliates in the U.S. and internationally and are used herein with permission. All rights reserved. Gartner does not endorse any vendor, product or service depicted in our research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.