Long licensing procedures and unclear follow-up

02Challenge: a complex licensing journey with many parties

Licence requests pass through data checks, document reviews, committee decisions and payment invoices, across many applicant and request types. The digital journeys had to be clear and fit into an existing platform without breaking its experience or design system.

Before the project

• Hard to follow a request’s status, current stage and reasons for rejection.
• Many paper forms, undertakings and declarations for each service.
• A need to bring services for individuals, facilities and trainees into one place.

03The full licence life cycle on one platform

A connected set of services with one experience, an automated review and approval workflow, and transparent tracking for every request.

• Practitioner licences

  Issuing and renewing licences, cancellation and withdrawal, and re-registration after cancellation, with electronic undertakings and declarations.

• Facility licences

  Issuing facility licences, updating their details and managing branches, including permanent and temporary foreign facilities.

• Trainee management

  Adding a new trainee, re-adding a trainee after a break and trainee clearance, with a journey for both the trainee and the supervising practitioner.

• Complaints & statements

  Filing and following a complaint, and the practitioner’s reply to a statement request, with the complaint status shown to both sides.

Also included

• “My requests” list filtered by request type and status, sorted newest or oldest
• Visual request stages: create ← submit for review ← document review ← payment invoice ← payment ← licence issued
• Rejection or issued decision shown with its reasons
• Requests returned for completion and edited by the applicant
• Multi-step forms with “Save as draft”
• Checking documents and the applicant’s capacity (power of attorney, legal representative and more)
• Electronic undertaking, declaration and acceptance of terms
• Licence and document images in a preview window
• Session timeout warning, plus “service unavailable” and “no data” states
• Success messages with the request number and a notification when the status changes

Delivery phases

1. 01Analysing services, procedures and regulations
2. 02Designing journeys within the platform’s design system
3. 03Building the services and workflows
4. 04National systems integration and testing
5. 05Launch, operation and improvement

04How does the system fit together?

Technologies and environment

• VUE
• PEGA
• .NET
• SQL SERVER
• ORACLE (INTEGRATION)
• HOSTING: ON-PREMISE

05Faster licensing and full transparency for beneficiaries

The e-services shortened the licensing journey and let beneficiaries follow their request and understand any decision without visiting in person.

We measure success through processing time, the share of requests completed first time and beneficiary satisfaction.