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Case Studies
NSW Government
Case Studies

NSW Government

Client's Need

Department of Communities and Justice and Customer Services

Reform program is to help digitise courts and tribunals, enhance efficiency, improve customer experience, reduce technology risk and improve business continuity and build data capability.

Streamlining their accounts receivable process, the client needed a simple payment portal that will improve the customer self-service portal experience that makes it easier for their customers to make payments and for their high volume call centres to process payments efficiently.

Solution

New Simple Payment Portal (SPP) with legacy system integration.

Development of the portal was done on the OutSystems low-code platform.  The IT team built the Simple Payment Portal in just 6 weeks about half the time it would take with traditional development methods.

Using the Simple Payment Portal, users can generate a unique invoice link, which can be sent by email or SMS to the client's mobile device, payment is processed and customer receives receipt.

As a result of this solution, the client can:

  • Having digital access controls allows them to ensure that the right people have access to their financial system, depending on their position in the team. They can easily assign roles to data, approvals, and payments.
  • Fraud screening: Digitisation allows them to set up business rules for invoice and receivables routing and processing that cannot be bypassed. Fraud risk is reduced by digitally enforcing approvals in multiple steps, setting approval thresholds, and matching digital POs.
  • Digitalisation helps mitigate payment fraud risk, including forgery, unauthorised debiting, and counterfeiting by incorporating features such as multiple approvals, multi-factor authentication, and positive pay.

The Self Service Customer Portal is accessible 24 hours per day, 7 days per week, 365 days per year including NSW Public Holidays

Outcome

  • Better Customer Experience
  • Cost Reduction
  • Faster & Secure Payment
  • Improved Cashflow
  • Industry Compliant & Cyber Security Safe

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  • Innovations in automation technology, including task-based workflows, semantic automation, and RPA-plus platform
  • Advances in automation adoption from CIOs to CSOs to HR.
  • Strategies for automation optimisation, with step-by-step processes, things to watch out for, and the goals you should be setting
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