The Challenge
The authority was looking for a strategic IT partner to consolidate all customer and journey data into one system and deliver a new travel card system. Their challenges included:
- Lack of a single source of contact information for travelers who procure and use a travel card
- Inefficient process for managing complaints and feedback prevented them from enhancing the overall user experience
- No process for back-office users to command, control and manage various products under a single-card system
- Unable to draft requirements and processes to ensure scheme administration with minimum risk
Transformation
HCLTech engaged with the client to take up the end-to-end responsibility of defining requirements and then designing, developing, testing and supporting the live system including:
The Impact
- 10M + smartcards sold in the first year after going live
- 1.1M + smartcard transactions enabled per week
- 100K + satisfied smartcard users each day
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