Flare Design highlighted one major challenge to Inland Revenue when we began to develop strategies on how to gain benefit from voice biometrics. That challenge was to remove the reliance on the contact centre to drive enrollments. To achieve this we sat down and set a big goal of reaching 800k enrollments in the first year. This target then provided the impetus and necessity to drive innovation and develop a different approach to the design.
As a result, the flexible enrollment tools developed have allowed Inland Revenue to reach the run-rate required to make this target a reality and because of the targeted approach has surpassed the expectation on verifications (where the actual business benefit is returned) inside the first year. The result is greater access to self-service automation, less time authenticating customers manually and much happier staff and customers.
Of course there is more to the solution than just a target but the out-take is that you must start with a clear strategy or you will never drive the innovation required to make biometrics successful. Talk to us about it.
For some statistics, and access to a press release Inland Revenue made a few months after go-live look here.