New Zealand’s 2.2 million vehicle owners can now relicense their motor vehicles online.
The Land Transport Safety Authority has spent $2.5 million developing a real-time transaction processing system that allows payment by credit card. The site went live on June 17.
LTSA IT manager Tony West says the bulk of the expenditure went into developing a middle tier. “This is a fully integrated solution -– not just a dumb front end –- driven by the middle tier application that allows us to begin to process multiple channel delivery. The middle tier is reusable for every other transaction, so the incremental cost of relicensing is small.”
The LTSA processes around five million transactions a year.
It outsources most of its processing to Unisys, which Webb says was thus always going to be part of the project integration. LTSA went to tender for the front end, which was won by Intergen.
“The business case was not cost-driven,” he says. “It was entirely a customer service issue.”
LTSA doesn’t accept credit card payments in its branches but is prepared to absorb the commission costs online.
“We planned a low-key launch,” Webb says. “People will use the site as their relicensing becomes due. We’ll announce the service to them on reminder notices."
Intergen managing director Tony Stewart says it had to design an interface which vehicle owners could use regardless of their online abilities.
“This required us to review the data collection process to ensure we collected motor vehicle information from users in a rational and easy way, while balancing this against the ability of the back end to collect and process that information.
“The process was complicated by the fact that people are often more impatient when filling out online forms than paper-based forms. Often, the greater number of steps, the more likely they are to exit the site before completion."
He says Intergen divided the key information LTSA requires into common groups, and designed an interface to guide users through the information collection process with as few steps as possible.