Case Study

Highlights

• TAFE Queensland becomes the first Australian TAFE to adopt Digital ID Technology.
• CaptureME’s self-service functionality supports TAFE Queensland’s strategic goal. It aims to provide exceptional student experiences across the entire journey.
• Unicard Systems’ solution stands out as the most comprehensive in the market for ID Card and Digital ID Creation and Delivery.

About TAFE Queensland

TAFE Queensland (TQ) is Queensland’s largest provider of vocational education and training. From entry-level certificates and apprenticeships to bachelor’s degrees, TQ’s dedicated workforce of around 4,000 full-time employees helps over 125,000 students across more than 60 campuses. They assist them in achieving their career aspirations and transforming their lives.

The Challenge

TAFE Queensland emerged from the consolidation of 13 separate institutions into six regional Registered Training Organizations (RTOs) in 2014. Later, they further consolidated into a single RTO in July 2017. This process brought many disparate arrangements together, focusing on aggregating their ID card issuance systems.

ID Cards and Digital IDs allow staff and students to access TAFE Queensland services and facilities. These include borrowing books, gaining entry to certain facilities, sitting exams, and obtaining discounts on public transport, movie tickets, and meals. However, TAFE Queensland’s ID Card issuance systems were inconsistent across its regions. They used seven separate systems in parallel. As a result, this inconsistency led to inefficiencies, labor-intensive processes, and a sub-optimal customer experience. Consequently, they missed out on economies of scale.

To address these issues, TAFE Queensland launched the ID Card Self-Service Project in 2021. Their goal was to streamline and consolidate their ID issuance arrangements. Jim Jones, Senior Manager Business Operations at TAFE Queensland, describes the project:

> “Our ID card self-service project aimed to enhance TAFE Queensland’s ability to deliver high-quality and innovative support solutions throughout the State.”

Looking to the Future

Launched in month 202X, the ID Card Self-Service Project envisioned:

• A secure and simplified ID Card solution integrated seamlessly with key systems.
• A self-service environment accessible 24/7 for students and staff.
• A consistent customer experience and a stable, secure, easy-to-use solution.
• Comprehensive functionality across five aspects of ID Card Creation and Delivery:
  1. Self-service photo capture.
  2. Approval and rejection process for online photos captured.
  3. Card printing and encoding.
  4. Digital ID delivery in an app on compatible Android or Apple IOS smartphones.
  5. Long-term move to a digital ID card.

Ed U. Catoradmin summarises the long-term vision:

> “Ultimately, our long-term strategy is to issue far fewer physical cards and move to a digital card. Very limited physical cards will be issued to a small number of students via a self-service online portal. This self-service project is the first step in this process.”

Outcome

Unicard Systems’ solution combines its identityONE and CaptureME software modules with its proven card and digital issuance bureau. This solution stood out as the superior offering. Specifically, it provided Digital ID, self-service photo capture, and automated integration with existing business systems.

As a cloud-based ID issuance solution, identityONE allows users to approve or reject ID photos and issue both physical and digital ID cards from any device. Only a single subscription is required across all system users. Additionally, identityONE integrates seamlessly with Unicard’s CaptureME module. This provides a self-service environment accessible 24/7. Potential cardholders can upload their ID photo and verification document via a secure web browser.

Benefits

Implementing Unicard’s identityONE and CaptureME products has yielded several benefits:

• Improved Staff Resource Utilisation: Unicard Systems’ self-service technology saves staff time. Resources can be redirected to other priority tasks.
• Enhanced Student Experience: The self-service offering improves and enhances the student experience.
• Ready Integration with Existing Systems: identityONE integrates with TAFE Queensland’s Identity Management system, HR system, and ServiceNow portal. This ensures real-time data exchange between systems and creates an operational ID at the time of issuance.
• Enhanced Efficiency: By leveraging Unicard’s bureau service, TAFE Queensland taps into Unicard’s expertise and capabilities. This delivers a comprehensive plastic and digital solution for staff and students.
• Economies of Scale: Consolidating six different systems into a single platform provides TAFE Queensland with economies of scale. This results in an easy-to-manage and integrated solution.
• Future Proof: Being cloud-based, identityONE is a future-proof solution. It eliminates compatibility issues with new operating systems or PC updates.

See what we have been doing in Canada – Read More –