Transcript of Matt Maua'i and Norie Ape's presentation
Kia ora. Talofa lava. Good afternoon. My name is Matt Maua'i. I manage the MyMSD team. We've got Norie here, who is one of our brilliant product owners who will explain a little bit more about what it does. And then we'll run through a quick demo, and that will be us.
Norie Ape
Thank you. So, I just wrote a little bit on a post-it, because that's what I was told Agile's about, which is a billion post-its. So just to recap, the simplification programme for the Ministry has a strong focus on human centred design. So we brought in people that were from front line. We talk to our clients directly. We talk to our staff directly. And our main focus is on not just improving design, but simplifying processes. Some of the things that we do as a business are really complex for no reason at all, other than that's just how we've done it for the last 20 plus years. And to highlight on what everyone else is saying, we use what we refer to as smart data. So we analyse the heck out of everything before we start, because this is government money. We don't want to waste it on investing in something that doesn't actually respond to the problem statement at hand.
So some of what the video itself will display is one particular feature that has really helped change the way that we deliver our service. So simplification, and MyMSD in particular, as a Ministry we talk about helping our people become safe, strong, and independent. So we want to focus particularly on helping our clients become independent, and less reliant on our front line staff. So one particular example, we have in the video that will play shortly, is in terms of what we refer to in service delivery in particular, as a hardship grant.
So just before it play the video, because you don't really get a sense of it, annually we grant about 900,000 hardship grants — that's face to face interactions. These interactions, prior to last year, were all done in person. So that cost half an hour of our case manager's time, half an hour of that client's time, just to come in for $20 to $50. So as you go through the demo itself. So prior to last year, simplification has introduced an online transaction which is referred to as an online food grant.
So before August last year, which is when we first started, we continue to do every two releases. This transaction took 24 and 1/2 minutes. In a service centre in August, we did a simple release, people could apply online. That was seven and 1/2 minutes. And in March this year, we went full end to end, fully automated, just client and systems. That transaction gets completed in less than a minute.
So I mentioned earlier, about 900,000 hardship grants a year, of that about 460,000 are just food grants. So this is why, as a programme, and as a business, we pushed to get food fully automated because that's less foot traffic in our offices. And that allows our staff to focus on discussions that matter, really heavy conversations. And we pushed out all this noise so that our clients aren't chained to us, and they can continue on their journey.
Matt Maua'i
So this from the beginning was the challenge for MyMSD, so it went through the organisation design network to go through and held some workshops in user centred design. Codesigned with clients in mind. And we decided not to go for a mobile app in front. Rather than, we went with a responsive web design, that way we could — not have to configure to the various different devices that we have. So responsive web design. We can update the one design, one website, and it will be configured to all the different devices that we have.
So what you're seeing is just the design process that it went through to arrive at the final product, which was MyMSD. And from there, we'll take it through a short demo, an end to end demo here. So you'll see it. We'll go through. That's the process, a simple process of applying for a hardship. And you'll go through MyMSD, so you apply your login. You can log in either via putting in your date of birth, your social welfare number, as well as your date of birth, or and a PIN. Or you can log in via RealMe. So those are the two methods of logging into MyMSD.
As you can see, I've just jumped from a mobile phone through to the actual website. And you get the same experience there. So just logging in now to apply for a hardship grant.
So the design itself, and the words that we've used, was more about the way a client would speak, rather than using a lot of jargon from MSD. And even down to the choices that you select, once again, those are designed with clients in mind. So we went through co design workshops, and just, as they went through, to see could you navigate from the very beginning through to where you submit without needing our help to go through that.
And this is the final design it went through. So don't be alarmed with the text that's going through now. This is demonstrating is that we have a system in the back end that detects any sort of threats or risks in any of the online traffic that we have. As the client has submitted this through, you'll see how that works.
And we're going from MyMSD into BPM, which does a lot of our processing. So what the user is going through here is just to check that the submission has come As they've done, it will go through doing a search. So it does it and it talks to these, to ODM and to Qurious. ODM will verify what automation rule to use, and Qurious will detect whether there's a risk or a threat.
So in this example, there is a risk. Obviously we saw in the text that there was a word 'bomb' there. So as they go back into BPM, you'll see that the hardship threat has been identified, and the threat keyword is bomb. So that will still be processed through, but it'll have a manual intervention in there.
The next example is no threat words, applying to go through. Go back to our bankend system, which as CMS.
And you'll see that, in this case, because there are no risks and it's straight through, there is no — the case manager is not involved. It'll go straight through and be auto-approved. So just checking on that account now, to make sure the amount is there. As you can see, this was the second example where $50 has been applied for and approved, and then the client is notified that it is now sitting on their payment card. Then we'll go back across to MyMSD.
Client logs back in again, and on the homepage you'll see, as you go through, log in, that the amount is now sitting on their payment card for $50. So that process would have taken about, a couple of minutes at most to go through. And here are some of the results that were achieved over the, I guess it's been a couple of years now. Automation, the average processing time, as you've seen, has gone from minutes down to seconds. And from the MyMSD space, we've gone, we're just turned two.
And we've got over eight million logins, and 400,000 clients now use it on a regular basis. And some of the quotes from our clients — absolutely love it. If you can use this anyone can. And on the final slide, you'll see that actually going through MyMSD and some of our MSD websites, it actually doesn't use any of their data.
So that's great. And these are what was involved in the whole process. Cool, and that's us. Thank you.