Creating a roadmap for government agency’s ‘digital first’ strategy and CRM solution

The Challenge

A government agency, partnered with Org for over a decade, tasked us with a major transformation project. They wanted to change public behaviour in the way driving licences are applied for, moving from a slow, paper-based system to a streamlined, digital-first solution. This shift not only needed to reduce application costs and processing time but also required that all applicants register their online identities, increasing digital engagement. The existing system, where applicants submitted paper applications at high-street offices, was cumbersome and inconvenient for users, leading to high costs and frequent delays.

Client Overview

The client, a key government agency, manages driving licence applications and renewals for citizens. Previously reliant on paper submissions, the agency needed a modern approach to reduce delays, improve customer experience, and integrate seamlessly with government ID and database systems.

Solution

Org’s transformation team, consisting of Lean Six Sigma practitioners and technology engineers, developed an omnichannel digital ecosystem tailored for the agency’s specific needs. Our approach included designing a CRM solution that integrated seamlessly with multiple government databases and online ID verification systems, allowing for a cohesive flow of application data into the agency’s core case management platform.

The CRM was designed to handle various document submission methods (online, email, and post) and ensure all incoming data aligned with the agency’s digital-first objectives. This ecosystem not only simplified application handling but also empowered the agency to process a high volume of applications annually with unprecedented efficiency.

Implementation

To turn this vision into reality, Org’s team collaborated closely with key client stakeholders throughout the transformation journey. We developed workflows and system integrations to support a wide range of document submission methods, integrating with government ID verification systems and the driver database.

The deployment was meticulously aligned with the agency’s business model through a gain-share approach, where success metrics and continuous improvement efforts were clearly defined. This iterative approach allowed us to focus on delivering sustained, measurable impact through each phase of the program.

The Impact

Org’s digital-first solution transformed the licensing process, achieving measurable improvements in efficiency, customer experience, and digital adoption. The seamless integration of the CRM and case management systems allowed the agency to modernise and scale its operations effectively.

Through Org’s digital ecosystem:

Conclusion

Through strategic design, continuous support, and a gain-share model, Org empowered the government agency to transition to a digital-first framework effectively. This transformation not only aligned with the agency’s long-term goals but also created a sustainable model for ongoing improvements. As a trusted partner, Org delivered clarity, continuity, and capability, solidifying a transformative solution that will continue to evolve with the agency’s future needs.