(26 March 2014) Revenue Minister Todd McClay today released news on the www.beehive.govt.nz website that the Inland Revenue Department had surpassed 1M enrolments into its voice biometrics solution, known as Voice ID. The service fully launched in January 2012, reaching its first 500,000 enrolment milestone later that same year.
Mr McClay is thrilled with the success of IRD’s Voice ID service after it cracked 1 million customers today, saving taxpayers a staggering 8,500 hours of phone time each year.
“This is a significant achievement. At 1 million enrolments we have the highest level of voice biometric enrolments per capita in the world,” says Mr McClay.
“Leading the way in voice biometrics highlights the Government’s commitment to reducing red tape and compliance for New Zealanders.”
Voice ID went live in January 2012 and has proven so successful that around 60-70 per cent of people who call IRD on any given day are now enrolled with it.
“I am advised that customers are saving around 40 seconds per call when enrolled through Voice ID. This equates to a staggering 8,500 hours each year New Zealanders no longer have to spend on the phone to IRD.”
Signing up for Voice ID eliminates the need to answer a lot of personal security questions to verify who you are, meaning you will have your query dealt with quicker.
Voice ID also allows customers to automatically check the balance of their Inland Revenue accounts, receive child support information, track their tax refund, retrieve their IRD number, activate their online services account and reset passwords, even if they call outside opening hours.
“The Government’s push for better public services reflects our belief that New Zealanders deserve to deal with government easily, securely and in a timely fashion. Voice ID is another tool we use to achieve that,” says Mr McClay.
Inland Revenue built the Voice Biometric solution with the support of Salmat, who developed the system, and Flare Design who pushed the design to the limits, ensuring a scalable and world-class solution built specifically for Inland Revenue’s needs, and with the potential to integrate into an all-of-government solution.
About Flare Design: Flare are leaders in voice biometric customer experience and business process design. We bring a complete end-to-end view of the impacts, pitfalls and mitigating strategies of voice biometric implementations, change and the impact on staff. We are practitioners focussed on real benefits which will only come if the solution is embedded into the business, and that’s what we really enjoy doing!