15th October 2018
Improving customer experience while reducing processing time and costs
AccessNI is responsible for providing the criminal record disclosure service for Northern Ireland residents. The service was lengthy, and required citizens to complete and return paper-based applications. Processing these applications was a time consuming, error-prone task, and incurred higher costs.
Read our case study to find out how we helped AccessNI to address some of the key challenges by designing and implementing a citizen-centric online disclosure portal, complemented by a customer organisation facing portal, and an AccessNI staff facing management solution.
94% of customers are satisfied with the service
14% reduction in expenditure costs including additional
99% of all disclosure applications are now submitted online.
We reduced staff costs, removed layers of work no longer necessary such as checking of poorly completed paper forms, improved the quality of the jobs in AccessNI, and, most importantly provided a better and quicker service to our customers