The client Concentrix Catalyst 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.
Concentrix Catalyst and Telstra partnered to develop a fully integrated mobile solution for the client to provide relevant information and tools to their CSOs during Client Service Visits. Our objective was to completely replace the laborious paper-based processes, manual data entry, and inefficiencies by enabling access to, and collection of client, property, and account information during Client Service visits.
An Experience Definition uncovered the unique behaviors of the CSOs with 300+ requirements. The designs were validated across the state through User Experience-led, technically charged activities and co-design workshops with key stakeholders, (Subject Matter Experts) SMEs, and working group representatives to arrive at the final design.
A bespoke Apple iPad app was built and delivered to fully accommodate the personal and financial circumstances of tenants. This was possible through a robust, purpose-built middleware built on Amazon Web Services (AWS) infrastructure that integrates core business systems.
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.