Intreo self-service project expanding digital services for customers
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From: Department of Public Expenditure, NDP Delivery and Reform
- Published on: 10 September 2014
- Last updated on: 14 October 2024
The Digital Services team of the Department of Social Protection on the INTREO self-service project:
What is the Intreo self-service project?
The Intreo self-service project involves introducing self-service computers in 55 of our Intreo Centres. This initiative aims to help customers transition to our expanding digital services by allowing them to apply for services online with the assistance of a Digital Customer Service Representative. This project also provides staff with an opportunity to demonstrate how accessible and user-friendly our online services are.
How is the project delivering better public services for customers and staff?
The project enables Digital Customer Service Representatives to guide customers in using online services, particularly MyWelfare, illustrating their ease of use. Customers are informed about their options for interacting with the Department and assisted in setting up their MyGovID account for future use.
This initiative has been well-received by both staff and customers, resulting in increased online service usage and enhanced customer experience. Paper-based processes which have traditionally been the method for customers to apply for schemes and services make it challenging to communicate the availability of online engagement options. By having a physical presence in our offices to represent our online services, we help customers connect their needs with available digital solutions.
Additionally, the project has allowed front-line Intreo staff to upskill and gain confidence in what customers can achieve on MyWelfare. Beyond online applications, customers can view their claim status on a personalised dashboard, manage claim details, and report changes in circumstances. These interactions, previously requiring staff involvement, can now be conveniently handled by customers themselves.
What learnings has your team gained by implementing the project?
Staff in our offices have enthusiastically embraced the project and adapted to the changes in their workflow, demonstrating a positive shift towards digital service facilitation. They are observing customers interacting with our online services and suggesting improvements which we hope to take on board. We are still learning from the project as it embeds into our Intreo service.
What are the next steps?
We aim to continue supporting our customers and staff in our digital transformation journey. There is still significant work ahead to expand our service offerings, and we will maintain our focus on keeping customers at the heart of everything we do.
Intreo staff Tricia O’Leary, Brid Walsh (Centre Manager), Mary McCoy and Helen Collins in front of a digital self service station in the Newcastle West Intreo centre.