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