How NPP Transformed the Customer Experience with a Digital Rules Library
The Company
NPP Australia is responsible for maintaining and developing the New Payments Platform(NPP) that enables real-time payment services to consumers, businesses and government agencies.
NPP Australia Limited was formed in August 2014 to oversee the build, operation and management of the NPP, which went live in November 2017.
Find about more about NPP Australia. https://nppa.com.au/the-company/
The Challenge
NPPA’s participant organisations rely on the NPP Rules Library to understand and comply with the standards and requirements that form the conditions for participation in the New Payments Platform – the NPP Regulations, NPP Procedures, Guidance Notes, Back Office Design Considerations, and MPS Implementation Guide.
The Rules Library was stored in the NPPA Portal, as standalone Word and PDF documents.
NPPA participants download documents from the portal and manually reference each document in turn.
NPPA recognised the need to provide a better experience for their participants by transforming these documents to a truly digital environment.
The Solution - 1WordFlow Transform
1WordFlow Transform enabled NPPA to create the Digital Rules Library, presenting all Rules documents as digital web pages, accessible through the NPP Portal, on any device.
The Results
1WordFlow has transformed how NPP presents its Rules library.
- Instant access to up-to-date documents from a single location.
- Filtered search across all Rules Library documents with a single click.
- Over 800 cross-references, created automatically, allow direct access to a related section of another document in the Rules Library.
- No more downloading long documents to find information.
- Easy access to print the PDF version of the final or mark-up documents.
“At NPPA we are delighted with the impact 1WordFlow has had on the NPP Rules library – moving us from yesterday’s Word and PDF to a truly digital environment. The implementation process was fast and efficient. The user interface is extremely user friendly and our team could commence publishing documents with minimal training using the 1WordFlow console. We have as a result significantly improved the customer experience for our participants.”
