Almost 50% of applications now processed automatically, with a target of 70% over the next 18 months.
CHANGE MANAGEMENT
Speeding up digitisation, making roads safer.
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Author|ORG
Date|08 Nov 2022
Read Time|2 min read
Improved customer experience:
90%
of licences received within 5 days
Online licence applications from
0-50%
in 12 months
Costs reduced by
40%
The Challenge
As their trusted partner of 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, costly and not fit for purpose.
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The Insight
Shifting behaviour to digital.
The government was keen to shift behaviour towards people accessing its services digitally. Driving licence applications were a perfect example of an outdated and bureaucratic process.
The Objective
The key objective was to improve customer experience by making applications possible either online or via a digitally assisted process, making it faster and simpler, while remaining completely secure.
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Greg Milsom
Our flexible and open attitude ensured we listened and collaborated, so the client was comfortable at every stage
The Solution
Our digital solution represents not only a huge improvement in the licence application service but helps drive digital transformation.
We worked with the client to develop the business case for digital transformation, engage and align key stakeholders, and to create the roadmap for the client’s digital first strategy.
Our comprehensive software solution integrated multiple existing applications.
Key to our working relationship was to understand the perceived risks involved in changing from the status quo, and to work at a pace that made our client colleagues comfortable that the new solution was secure and workable.
Through deep knowledge and experience and by working collaboratively with other government agencies, we were able to drive powerful change and deliver improved service levels.
Results
DRIVING DIGITAL TRANSFORMATION
LEADING THE WAY
Our client became one of the first big government agencies to embrace the digital identity card, giving customers the ability to access government services in a safe and secure manner.
CUSTOMER SATISFACTION
New digital system is user friendly and massively reduces waiting times.
MISSION CRITICAL
The client’s ‘Vision Zero’ mission aims to reduce road deaths to zero. Reducing costs on licence processing helps them focus resources and attention on what’s most important.
ABOUT
We believe there is always a smarter, more collaborative way to do things. So we have designed and built a company that aims to humanise the experience of transformational change for organisations.
We know that if we gather the most authentic, intelligent and inventive people and put the latest technology in their hands, there is no problem they can’t solve or business they can’t help transform and grow.
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