The client Concentrix worked with is an agency within a state government family and community services department. They are one of the largest providers of social housing in the world, with over 400 Client Service Officers (CSOs) supporting a range of long-term subsidized rental housing and management services for over 120,000 properties, but they lacked a government app to bring those services together.
Challenge
Concentrix and Telstra joined forces to create a fully integrated mobile solution designed to revolutionize the way Client Service Officers (CSOs) conduct Client Service Visits. Our primary goal was to completely eliminate the outdated, labor-intensive paper-based processes and reduce the need for manual data entry, which often led to delays and errors. By enabling seamless access to and collection of client, property, and account information on-site, we sought to empower CSOs to deliver a more streamlined, accurate, and efficient service experience.
Solution
An in-depth Experience Definition process uncovered over 300 unique requirements based on the behaviors and needs of CSOs, ensuring the solution was tailored to their specific challenges. The designs were rigorously validated across the state through a series of User Experience-led activities, technically charged sessions, and collaborative co-design workshops. These workshops involved key stakeholders, including Subject Matter Experts (SMEs) and working group representatives, to refine and finalize the design through iterative feedback and hands-on collaboration.
The result was a highly customized Apple iPad app designed to address and support the diverse personal and financial circumstances of tenants. This sophisticated app was made possible by the development of a robust, purpose-built middleware system, built on Amazon Web Services (AWS) infrastructure. This middleware seamlessly integrates with core business systems, enabling efficient data flow, real-time updates, and enhanced functionality that supports both tenant and organizational needs. The combination of innovative design and powerful technology ensures a solution that is not only user-centered but also operationally efficient and scalable for future needs.
Outcomes
Our government app provided an intuitive user experience and a more mobilized workforce have led to a productivity increase of over 50%.
Less time in the office processing paperwork and interrogating the internal Customer Relationship Management (CRM) staff, ultimately frees up time to do client service visits and to better understand the personal and financial circumstances of their tenants.