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How NPP Transformed the Customer Experience with a Digital Rules Library
About NPPA
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.
Click here to find out more about NPP Australia.
The Challenges
NPPA’s participant organisations rely on the NPP Rules to understand and comply with the standards and requirements that apply as conditions of participation and connection to the New Payments Platform. The NPP Rules comprise the NPP Regulations, NPP Procedures, Guidance Notes, Back Office Design Considerations, and MPS Implementation Guide.
The NPP Rules library was stored in the NPPA Portal, as standalone PDF documents. NPPA participants downloaded documents from the portal and manually referred to each document in turn.
NPPA recognised the need to provide a better customer experience for their participants by transforming these documents from yesterday’s Word and PDF downloads, to a truly digital environment.
The Solution – 1WordFlow Transform
1WordFlow Transform enabled NPPA to create the digital NPP Rules library, making the NPP Rules documents available as digital web pages, accessible through the NPP Portal, on any device.
NPP Participants, Identified Institutions and Connected Institutions now enjoy:
One Standard format and No Downloads
- A Single Format - Rather than navigate multiple incompatible analogue formats – Word, PDF – 1WordFlow standardises the presentation of all documents as friendly digital webpages.
- Every page is addressable – the digital Rules documents have a URL for every page. Stakeholders can instantly access the desired page.
- Every page is classified - Every page has a tag cloud of key terms based on frequency of use. With one click, users can see every instance of that term in the knowledge base.
- Optional PDF download - Recognising that there is still a need to produce PDF documents in some circumstances, 1WordFlow stores the published version in PDF format, accessible as a download in need.
All Documents Cross Referenced and Linked
- The NPP Rules library is a highly interdependent suite of documents. In digital format, all cross references are automatically created.
- Related documents are linked, enabling staff to access, for example, a related Regulation from a Guidance Note with a single click.
Advanced Search
- A single search can be performed across the entire library of published NPP Rules documents.
- Filters by document, date, or a specific term deliver a highly granular search result.
The Results
1WordFlow has transformed how NPP presents its Rules library;
- Staff and participants now have instant access to up-to-date documents from a single location
- Filtered search across all NPP Rules library documents with a single click
- All documents and cross references are linked – enabling direct access to the relevant page or section
- No more downloading and scrolling through long documents to find information
- Easy access to view or print the PDF version of 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.”
– NPP team
