Ymara Catch-up - LICENSING (Notes (LTM must understand and Support client…
Ymara Catch-up - LICENSING
one-stop shopt process
All processed 100% by licensing
LTM must understand and Support client when problem is NOT licensing
LEarners will need to understand/ be exposed to the Process Maps
how would they react to Process Maps as is?
Or revised/ user-friendly version
Talk to Krishan for all ext interfaces
ie. ServiceVic (ID verification)
Service Vic will replace AusPOst (automatised)
Not current state
99% of phone calls are regarding 'something that went wrong'
ID how LTM can visualise the stage of licence in future state
Straight/ ideal path is most unlikely
Note: CS client has 2 numbers
check future state
Current state deal with CI and HRW
Portal and Client view will be critical
LTM will need to be able to process payments
FS: paymt will be automated, earlier in the process
currently done manually
CX understanding is currently minimal
Aus Post payments
Cut-off date = go live
2 Core licences
FS - payment via Portal (1-year overlap with AusPost)
CS - payment at AusPost
Future state - Portal
will integrate 'RTO' component and require proof of training
Current state- RTO processes payment
11/04 demo Evelyn Scanlan
. Transfer licence to new truck
Apply for new licence
Is it a new business process?
Cancel old truck
Landing page will change for each Licence
FTL the 'simplest'
depending on requirements
. After data migration, current cases will have notifications sent by hard copy
At what point does a licence move from Approved to Active?
'Approved' is a step to be confirmed by LTM
Mark: for KPIs is treatment duration tracked?
ES: ID proper business requirements
Rational to be entered with Each treatment decision
Emphasise 'Preview' button
Not very obvious
Clock/TImer to hit milestones
Should we emphasise that importance?
Full History of interactions are recorded
all under 'Related' tab
How much LTMs will like that?
Questions From 11/04 license walk-through
Why would we print a license in FS?
It would be a certificate - proof of licence
Is it hard copy print? or a 'Save to digital wallet?'
aren't they all digital?
Is there a business process to acquire emails/ mobile phone numbers of all users/notifiers/ accounts?
Cases feeding into KPIs
how important does that sound to LTMs?
Court order injunction: how often client says Yes?
FTL may be 1/2hr
HRW more complex up to 3hrs
1/@ for nitty greety
1/2 day fro interface
Comparing with othe Govt orgs
Not natively incorporated in interface
MEant to identify gaps in the process at Case level
Confirm the Submit Application step is large because of that.