Speeding up digitisation
How omnichannel digital solutions transformed customer experience for this government agency.
The impact
90%
of licences are received within 5 days, down from 6 week
50%
of applications now received online
Secure
applications governed by ISO accreditations
Overview
How omnichannel digital solutions transformed customer experience for this government agency.
The challenge
As their trusted partner for 10 years, a government agency challenged us to change behaviour in the way people apply for driving licences while ensuring all applicants registered their online identity.
The existing solution, requiring applicants to submit paper applications in high street offices, was slow and costly.
The key objective was to improve the customer experience by making applications possible online or via a digitally assisted process, ensuring they were faster and simpler while remaining completely secure.
The how
How we delivered Organisational Engineering™
- Our transformation programme team, comprising Lean Six Sigma practitioners and our technology engineering team, partnered with the client to create the roadmap for their digital-first strategy
- We designed and support the omnichannel digital ecosystem solution that integrates multiple existing systems and datasets
- We built new CRM solution workflows and systems integrations to cater to documents received via online, email and postal channels, ensuring over 800,000 applications were successfully and securely managed each year.
