Latest case studies

Digital iD™ strengthens trust in the Airtasker community

Case study | Airtasker

Airtasker wanted to offer its members an identity verification option that didn’t require 100 points of ID. Australia Post’s Digital iD™ offered that convenience coupled with a strong element of trust.

How Queensland took its fishing permits into the 21st century

Case study | Department of Agriculture and Fisheries

A complicated, paper-based process wasn’t working. Not for applicants, and certainly not for staff. So, Queensland’s Department of Agriculture and Fisheries enlisted our help with an efficient, fisher-friendly solution.

How an integrated identity solution tightened aviation and maritime security in Australia

Case study | Veritas

Veritas and Australia Post co-designed an identity verification solution that met the Australian government’s new legislation requirements for the MSIC and ASIC schemes.

Australia's first fully-digital solution for National Police Certificates

Case study | WA Police

Learn how WA Police transformed their National Police Certificate (NPC) application process, cutting turnaround times and creating a better customer experience.

How AMP reconnected with thousands of shareholders

Case study | AMP

When shareholders change address, how do you stay in touch? For AMP, the solution involved tapping into our national mail redirection database.

An omni-channel solution for Victoria’s Working with Children Checks

Case study | Department of Justice and Regulation

By combining online and in-person identity services, Victoria's Department of Justice and Regulation has reduced processing times for Working with Children Check applications.

A smooth transition for The University of Sydney

Case study | The University of Sydney

The University of Sydney rolled out a streamlined mail distribution program across 13 campuses – all while their students were on holidays. Now they're exploring ways to digitise their processes.

Transcript
Video Audio

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The Australia Post logo and WA Police logo appear side-by-side on a white background.

Text: WA Police Electronic National Police Certificate

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Dynamic music.

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Two uniformed officers – a female passenger and male driver – sit in the front seats of a car, looking out of the windows as they drive down a residential street.

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Frontline 2020 in WA Police ...

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A blonde-haired woman in police uniform faces the camera, sitting at a desk.

Text: Kellie Properjohn, Assistant Commissioner, Metro WA Police Two policemen stand in front of multiple split-screen monitors displaying surveillance images.

Kellie Properjohn:

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... is a reform agenda which is about reducing demand to create better policing services. The Electronic National Police Certificate was about reducing demand on the backend and creating efficiencies both in the processing of police certificates, but also providing a better community outcome.

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A man answers a phone at his desk. The camera zooms in on the computer screen, showing a webpage titled ‘Application for WA National Police Certificate.’

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The National Police Certificate in its most simple form is colloquially known as a police check.

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A man in a shirt and tie faces the camera, sitting a desk.

Text: John Purcell, Assistant Director, Office of Information Management.

John Purcell:

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It lists your criminal offenses, your traffic offenses, any offence that has been considered by the courts.

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A dark-haired man faces the camera, sitting at a desk.

Text: Ben Ackland, Executive Manager, Office of Information Management.

Ben Ackland:

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Effectively, it’s used by employers and licensing bodies, mainly to gain a level of assurance that the people that they’re employing or registering are of a certain integrity.

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Ben Ackland sits with a female and male colleague at a table, in discussion.

Ben Ackland:

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The National Police Certificate was originally produced out of police stations. In 2007, we first went to Australia Post and we took the administrative side out of police stations.

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An exterior shot of a Post Office focuses on the Australia Post logo. Inside, staff members assist customers at the counter and by the shelves. Ben Ackland:

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The process required an individual to attend a post office, fill out a hard copy form, present ID. You know, it was quite manually intensive.

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Text: Apply online or at any Post Office.

John Purcell:

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So in conjunction with Australia Post, we’ve developed a… an electronic national police certificate process that is faster, safer, more convenient, and provides more choice for, for the community.

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A webpage shows the online application form.

Ben Ackland:

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With the electronic NPC, we effectively cut out that administrative process. It’s all done online.

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Details appear as the user types at the keyboard, then clicks a button labelled 'Verify identity'.

John Purcell:

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It is simply a matter of the applicant filling in some personal details, verifying their identification online and making an online secure payment.

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On the computer screen, an email with the MyPost logo appears.

Ben Ackland:

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The electronic NPC took us from 5 days to our fastest time being under 10 minutes.

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A woman in a black blazer faces the camera.

Text: Lorraine McGann, Client Executive, State Government WA - Australia Post.

Lorraine McGann:

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The great thing about this project was the collaboration that …

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Lorraine McGann sits at a boardroom table, in discussion with John Purcell and Ben Ackland.

Lorraine McGann:

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… existed between Western Australian Police and Australia Post. We had a team of people who were very excited about working on such a ground-breaking project and I feel that we’ve developed a partnership that can grow into the future, and be able to work with other digital solutions.

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Kellie Properjohn:

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We now have a reusable service that we can actually apply to other opportunities, to create efficiencies within WA police.

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John Purcell:

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We process between 130 and 140 thousand police certificates a year, with demand increasing on an annual basis. The major benefits to my team compared to the previous process is around the increase in accuracy of information received, and therefore a reduction in errors, and that results in far less follow-ups from applicants.

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Perth city skyline, with tall buildings in the foreground as the camera pans across.

Ben Ackland:

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WA Police has now moved to the frontline of digital technology, and that’s of great benefit not just to the agency, but to the WA community.

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Kellie Properjohn:

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This digital initiative has enabled us to create, what I would see as greater access to policing services. This partnership with Australia Post provides that opportunity of an established framework, for us to build on for future opportunities.

Video

The WA Police logo appears on a white background.

Text: WA Police Electronic National Police Certificate

Audio

Dynamic music.

Transcript
Video Audio

Video

The Australia Post logo appears on a white background.

Audio

Dynamic music.

Video

On the grounds of a university, we see the legs of casually-dressed people as they walk along paths, hallways and up stairs.

Text: How we helped a major university achieve more than a degree of cost efficiency.

Audio

When 60-odd thousand people live in the same place, it’s a major town. When the same number study or work at the one university - across 13 campuses state-wide - and receive 1.6 million mail items each year, it’s a major challenge, logistically. Or at least it was.

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A man files through books on a library shelf.

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With their previous provider, letters and parcels were collected from campus. Transported off-site for sorting. Then transported back.

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A man and woman carrying backpacks walk across a communal outdoor area, with grand old buildings in the background.

Text: Internal mail was taking three, four or even five days to move from building to building.

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Internal mail could take up to five days to go from one building to the next. Inefficient. Costly. Unacceptable.

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At an Australia Post sorting facility, boxes move along a conveyor belt and underneath barcode scanners before being handled by staff.

Text: No double handling. Minimal wastage and errors. Maximum operational efficiency.

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This major university looked to us for an information, mail and parcel management solution.

By combining advanced scanning technology with courier and optimised delivery routes, inbound items are now sorted at the state facility.

They’re automatically grouped for internal or external delivery and delivered at the same time as outgoing mail is collected.

Delivery points were consolidated. Delivery routes were optimised.

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A female and a male student sit cross-legged on the grass, reading textbooks.

Text: The entire university was transitioned in just two weeks, with no disruption to the academic year.

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Despite its massive scale, implementation was completed over the university’s Christmas break. Two weeks is all it took - to deliver faster distribution of internal and external mail, time and cost savings, and it’s only the beginning.

Together, we’re looking to gain greater efficiencies through innovative parcel delivery, digital payments and processing, and digital communications.

Video

The Australia Post logo appears on a white background.

Audio

Dynamic music.