Company name: Student Card Customer Service, Hungary
The student card is a VISA card size polycarbonate flat which contains the photo, signature and personal data of the owner, the identification number of the card, elementary school / high school / university(ies) attended and a hologram of the type of course (full-time/part-time student, correspondent student, etc.). The higher education card incorporates a chip as well. The data on these cards are engraved via laser technology. So the Hungarian student card has become the world's first, country-wide used card integrated with a chip.
The Student Card Customer Service is in charge of processing all applications for the student card as well as all communication and error correction tasks.
500 000 student cards are produced annually. During the peak season the production of 10 000 cards is the required daily performance.
After receiving and opening the applications the customer service registers them with a barcode scanner in the system developed by us. During the next step of the workflow the application forms are equipped with a generated identification number and the system automatically joins the proper photo and signature scanned by high performance industrial scanners. After this step all data, including student photos, exist solely in electronic form.
Beside the daily scanning, importing, processing of 10 000 application forms (550 000 annually) the system ensures photo correction, error correction and after filing it automatically dispatches them to be printed. Our databases are connected to the entrance examination system of high schools and higher education.
The system covers the procession of all wire transfer data and the registration of all inbound calls. The database contains a knowledge base where customer service employees can retrieve essential information about solved problems.
For the acceleration of error correction, if a student makes mistakes on the application form, he/she will receive a text message or an e-mail which contains the URL, username and password to the on-line error correction interface. Based on the notification he/she enters into the given URL and corrects his/her application form data via a secure communication channel.
Another interface was developed for institutes. First of all, an institute administrator must register and accept the conditions. The accepted terms are printed out and are mailed to the Student Card Customer Service. The Customer Service will activate the institute account after receiving the letter. After this process the whole system is on-line. Some features of the on-line system are error correction, order placement for identification stamps, on-line application form.
For strengthening the performance of the system we added an error correction module via phone call. The conversation is recorded, so it can be checked later. This method provides the official acceptance of phone talks.
The above three methods are running parallel, so we must take care of the interrelation of these systems.
We have just implemented the on-line application form module which eliminates the paperwork from the whole process. The system helps photo uploading with automatic face recognition.
Windows 2000 Server, IIS, MS-SQL 2000, Java
- The process of error correction is accelerated by involving the students
- The on-line application form eliminates errors from the process.
- The losses of information and the risk of failure are on a very low level.
- Real-time information is provided for management so that it results in more accurate business decisions and efficient human resource restructuring.