SteeringWheelWinter2022 FINAL - Flipbook - Page 19
STEERING Wheel
New On-Line Portal
In 2016, the Disabled Drivers Association of Ireland (DDAI) realised that with its growing
number of client’s, members and contacts it needed a better customer management system
to manage the increasing level of information processed than the one then in place.
The Board approved the initial project but the scope of
the project, the choice of the right platform and the right
partner was a protracted exercise that had a couple of
false starts. The design document was completed in mid2018 and the process of building, testing, and deploying
was completed in September 2019.
There was considerable disruption due to the slowness
importing existing records to the new system,
approximately 60,000 records at the time. This was phase
1 of the design document and it gave us more reliability
regarding date security, the ability to track applications
electronically, the ability to include and link carer’s/next
of kin and, at the time a minor consideration, the ability
to enable staff to work remotely. However, in March
2020, that ability to work remotely and the ability to track
applications electronically became essential ingredients
when lockdowns were introduced. DDAI maintained
operations throughout this period.
The development of the online application system
was always part of the 2018 design document, but
some specific design elements were also required.
Work was resumed on Phase 2 in late 2021 and we had
a soft launch of the portal in August of this year. The
online application system or portal is currently aimed at
approved new permit applicants, renewals for existing
permit holders and provide a facility for all permit holders
to make replacement requests if a permit is lost or stolen.
Approved new applicants are invited to the portal to
complete payment in relation to their permit application
and if they accept, they have ongoing access to the portal
from that point. In the same way, renewal applicants, who
have previously expressed an interest in renewing online
are invited to complete their renewal through the portal.
The portal is also available to existing members of the
Association who wish to renew membership or to existing
permit holders who wish to apply to become members.
What can be done on the portal?
The portal allows all aspects of a renewal or replacement
applications to be completed online. The same questions
asked on the written form for each can be answered on
the portal. Photos can be uploaded directly, together
with other relevant proof documents like Primary Medical
Certificates or NCBI (National Council for the Blind of
Ireland) Certificates of Blind Registration. The portal can
also be accessed by members to renew membership
of the Association or update their personal profile. All
portal users can update their addresses as need be.
(The changes will need to be verified as valid so there
may be an overnight delay before changes take effect.)
Permit holders can apply to become members of the
Association and can now order windscreen holders and
pay via portal for same without making a phone call or
sending money by post. We are approaching a thousand
applications completed end to end and with permits
issued since it opened. We have also noticed some mixed
use where the portal is used to make payments only. The
portal has the advantage of being available 24/7 and of
payments being automatically attributed to the permit
holder’s application. This has had a significant impact for
our Accounts Department and reduced telephone call
volumes. A similar number of people have already used
the portal for payment purposes only. We have yet to
begin promoting the uses of the portal to members yet
(until now), but more information will be supplied about
member options in the New Year.
The New System
Like all new systems there were some early issues, many of
which have been resolved. One common current difficult
is file size when uploading either photos or documents.
The main issue is photo file size and if given an option on
their device (phone or tablet), should opt for the small
option. We have seen several applications stall due to
the large size of the photo file. Modern phones produce
hi- definition images well above the 10mb upload limit.
Most systems restrict file sizes. The system is a Microsoft
portal, so we have had some compatibility issues with
Apple devices particularly old iPads. The issue on the
older equipment is unlikely to be resolved but we are
working to resolve those issues that arise. The clients are
sent an email invite one month prior to permit expiry to the
nominated email address. The temporary password given
is best copied & pasted as required to avoid issues with
incorrect transcription. We expect our general response
times to improve as we begin to cope with the glut of
applications described elsewhere.
Efficiency
We have already begun to see that fully completed portal
applications can be completed overnight and sent for
permit manufacture and shipping. While we will always
offer the paper option those who can use the portal should
as it improves the overall response time for everyone. We
currently receive between 100 and 150 permit application
envelopes every day so the physical act of opening these
takes time alone. The more that go paperless the easier it
is to deal with those who do not have that facility. We look
forward to a point where the greater part of our renewal
applications is completed seamlessly through the portal.
Feedback to date has been incredibly positive overall. All
permit renewal applicants have the benefit they can now
return the old permit on receipt of the new permit and a
paid business reply envelope is enclosed for its return. This
system has further ensured that permit holders should
have a valid permit in their possession continuously.
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