In order to serve more than 1.500.000 customers (students and parents) satisfactorily, some years ago the organization decided to introduce multi channel management, in particular promoting the use of the Internet. In order to succeed, DUO spent a great deal of time and effort developing various Internet applications.
DUO started with a webform applications for on-line modifications. The modifications were processed by hand and did not require the customer’s signature. The important advantage was that customers no longer had to order and fill out a paper form. Furthermore, the organization developed a Q&A-application which allowed customers to find an answer to more than 500 questions.
In 2002, the most important application was completed and delivered: My DUO, a portal that allows customers to view their personal details. It gives customers answers to questions like
-how much will I get paid next month?
-what are my repayments?
-has my new bank account number been processed?
In addition to personal information, My DUO also offers customers the option to amend a large number of data. Changes such as a new bank account number, a new address or a different loan amount can be reported online every day. These changes are processed fully automatically by the DUO’s back office systems.
From then on DUO customers were in control of their own personal details and have become far less dependent on the organization’s employees.
One of the things that makes the portal unique is its security facility. In order to guarantee a sufficient level of security, yet maintain user-friendliness for its target groups (mostly students aged 18-24), DUO opted to use log-in access codes by text message (sms). This mobile phone application has proven to be a real hit with the target group. The method of authentication with text message is selected to become one of the national standards which Dutch governmental organizations wil use in their digital public service.
In 2007 a new important step was made. The main service that is delivered by DUO (providing scholarships to students) could be handled fully digital by using ‘My DUO’. So far 600,000 students have already made use of this facility.
The implementation of multi-channel management at DUO went even further. Since 2009 customers can choose to receive the mail (that was usually sent to them physically) only online. Customers can download all their notifications using ‘My DUO’. Not only this is better for the environment, but it also contributes to a further reduction in costs and greater convenience for customers. Last year nearly 1.8 million decisions on student grants were sent only digitally.
At the moment, november 2011, 80 percent of our target groups already use the application. Together, they have logged in over 4.600.000 times this year. Each month, the application is used about 400,000 times. In 2011, 1.4 million changes were processed fully automated by ‘My DUO’. In 2007, this was only 130,000.