Citizens will be able to make video calls and send photos of required documents to a customer service consultant via their smartphone using an application developed in house by the Department of Human Services (DHS).
DHS CIO Gary Sterrenberg demonstrated the Express Plus Connect app, which aims to provide “safe, accessible, convenient servicing”, at the CeBIT conference in Sydney on 7th May 2014.
DHS customers can make a video call appointment with a consultant using Express Plus Connect which then confirms the physical documentation that will be required from them at the time of the interview.
During the subsequent video call, the customer is asked to photograph their documents and electronically send them to the consultant. The consultant then reviews the document(s) and can perform functions such signing the document and returning it to the customer in an online process which otherwise have to be done offline. Express Plus Connect also allows users to connect their smartphone to a smart TV for viewing on a larger screen.
The expectation is that the app will reduce queues, reduce ‘cost to serve’ and increase the uptake of the digital channel, according to Sterrenberg. This is an ambitious goal, given that 1.8 million DHS customers already use a digital channel and 95% of transactions are done over the internet.
The app uses a combination of voice authentication, video-conferencing, digital information capture and document lodgement technologies.
DHS Express Connect increases DHS’s digital footprint and follows a key Coalition pre-election ICT promise around “Convenient Services Anytime Anywhere”.
The Express Plus Connect is still at concept stage and there are no confirmed plans of its implementation according to a DHS spokesperson.