Case Study: Department of Infrastructure and Regional Development achieves faster approvals and cuts applicant queries from over 80% to under 20% with Smart Communications (SmartIQ)

Improving Turnaround Times and Reducing Manual Processes

The Department of Infrastructure and Regional Development (DIRD) oversees Australia’s vehicle import approvals and was processing more than 20,000 applications a year using downloadable Microsoft Word forms and manual fees. This slow, error-prone process generated over 40,000 phone queries annually and required follow-up with more than 80% of applicants, creating a major resource strain until Smart Communications’ SmartIQ solution was implemented in May 2013.

Smart Communications delivered SmartIQ dynamic online forms integrated with Microsoft SharePoint and Microsoft Dynamics, automated document capture, payment via a credit-card gateway, and connectors to pre-fill applicant data. Within three months DIRD received 2,800 electronic applications, up to 95% of applicants paid online, the required follow-up rate fell from over 80% to less than 20%, and assessment turnaround and manual processing time were significantly reduced — outcomes driving DIRD to phase out paper forms and expand Smart Communications’ SmartIQ across other processes.

Department of Infrastructure and Regional Development

Gary Leifheit

Chief Information Officer