Whether it’s submitting an application, making a payment or verifying their identity, consumers want quick and easy access to services.
For business and government, meeting these expectations means migrating key transactions online. However, successfully transforming service delivery generally begins with understanding customer needs and priorities.
Consumers expect the choice and convenience of accessing services online, face-to-face, via telephone or through the mail. They want the flexibility to move between these channels, depending on the transaction type.
And while digital accessibility has improved over recent years, the government has an obligation to provide inclusivity when it comes to accessing services.
So, we're helping providers integrate physical and digital platforms to create new, more convenient ways of transacting with citizens.
Did you know? 94% of Australians want all government services to be available online, yet 70% would still like the option of an in-person experience.
Reduce cost, risk and time to deploy services
We share the government’s vision of connecting consumers to services across physical and digital channels.
And importantly, we bring a deep understanding of the complexities of transforming a vast network of legacy systems, processes and people to our approach.
One example is our partnership with the Australian Taxation Office (ATO) to simplify its tax file number (TFN) application process.
An applicant completes an online form, then brings their printed application summary into a participating post office for identity authentication. Once processed, the ATO posts the TFN to the applicant.
Provide face-to-face interaction and support
Many organisations rely on our vast retail footprint to extend their physical reach and provide access to ‘over-the-counter’ services.
Our partnership with the Northern Territory’s transport authority has made Motor Vehicle Registration (MVR) services available in 11 post offices across metropolitan and regional areas in the state.
After completing an online form, applicants visit a participating post office to have their identity verified. A digital photo is taken and their application is finalised.
Enable easy transactions between providers and consumers
The way some human services are provided to Australians is changing.
Funding allocation is moving from providers to the individual consumer, giving them more choice and control over how the spend their funds. The shift means hundreds of thousands of individuals will soon be purchasing for their own needs.
With this in mind, we’ve created a new service Marketplace, to enable easy transactions between consumers and providers.