The service hub was introduced to streamline communication and processes between the Board and practitioners.

After login, the service hub presents the practitioner with a set of tiles uniquely configured for them based on the time of year, their entitlements, or any other combination of information you have available in your internal systems.  More than a menu, the hub also includes important notifications for each and every practitioner (some of which you can configure to not be dismissed) with links to specific forms and screens for action.

Notifications on the Service Hub

Some example of the capabilities through the service hub include:

• Submitting practising certificate renewal applications and grants
• Digital practising certificate viewing and download
• Opting for payment by invoice, or choosing to have invoices sent to a practice, in addition to credit card payment
• A comprehensive CPD dashboard showing variations and conditions and their effect on CPD obligations
• Profile editing, including setting a future date on a change of practice
• Trust account management with internal staff approvals
• PII exemption submissions
• CPD Provider activity uploads and editing

The most impactful part of the renewal application process, and many processes for the Board, has been the implementation of ProcessMaker, a power business process automation tool. This allows for complex processes to be mapped out using easy-to-read process diagrams and no-code forms for both staff and practitioners to interact with.  Renewal applications are completely streamlined with dozens of validation checks performed and staff only reviewing applications as required.

Staff dashboard for renewal applications

You're in complete control of the process and can make changes as needed to fine tune your processes. This no-code/low-code tool has revolutionised the way that the Board manages practitioner submissions:

• Staff training is reduced as they no longer need to learn multiple systems
• Sophisticated business rules check dozens of indicators to automatically evalute every renewal
• Management are able to rapidly identify bottlenecks in the process to continuously optimise resources and response times

An example renewal process flow

At the core of the Board's implementation was a project that delivered a reliable and efficient way for all of the system to be able to communicate.  This allowed for a secure and robust toolkit for integration between:

• iMIS, the Board's member management and CRM system
• Howler, the automated email notification platform
• Kentico, the website management and content management system
• Freshdesk, used for streamlined and centralised email communication with practitioners
• ProcessMaker, for process automation and business process management
• Microsoft PowerBI, used for real-time reporting on key metrics
• Objective, the Board's document management system

Whenever one system needs to interact with another this integration model is employed for rapid development, reliable and consistent integration and a single API that can be extended to meet future requirements.