Digitising the card application process to deliver exceptional customer experience
CSCS is a skills certification scheme is the UK Construction Industry. They have 6 Million cards in circa with about 350,000 new cards issued each year. The cards are widely recognised to prove that construction workers possess the necessary skills and qualifications to work. For employers, this means that the labour force supplied is trained, skilled and up to date with Health and Safety regulations. CSCS also works with a number of partner cards schemes and ensure that uniform quality standards are maintained across the construction industry.
For the past 20 years CSCS cards were being issued and renewed through long manual processes via telephone or physical approach. This caused long processing times and lengthy customer service calls. They were also facing a number of fraudulent applications due to submission of fake certificates with no intelligent mechanism to check its authenticity. CSCS also wanted to tackle the problem of erroneous cards being issued via fraudulent channels.
They approached Icreon to build a Digital Solution to build an intuitive self-managed Online Card Application system to issue authentic CSCS cards. They also required the system to be accessible from smart phones via iOS and Android Mobile Apps.
We held a discovery phase for the project which included stakeholder interviews and proposed an online digital solution for card application and approval.
We built a web application around a micro-services based architecture. The system can scan a certificate, detect the certificate number, the expiry date and the name of the applicant. It can connect with the different awarding bodies using APIs, to check its validity and authenticity. It is integrated with the card production system using FTP/XML files.
The delivery includes digitising the entire operation with internal staff, migrating data from 2011, accessing records of 6 Million card applications and card owners, and integration with external vendors for automation. We also built iOS and Android Mobile Apps which includes the complete functionality set available to the web user.