Australian Government – Document Verification Service (DVS)
ASR was commissioned by the Attorney Generals’ Department (AGD) to conduct a customer satisfaction survey of customers and Gateway Service Providers that use the Documentation Verification Service (DVS). This was a business to business stakeholder research project.
The DVS is a national online system that allows organisations to compare a customer’s identifying information with a government record. It is a secure system that operates 24/7 and matches key details contained on Australian-issued identifying credentials, providing a ‘yes’ or ‘no’ answer within seconds.
The DVS helps organisations build greater confidence in the identities of their clients. This helps protect governments, businesses and Australians from identity crime.
The online survey included:
- State and Commonwealth Government Issuer/User agencies
- Gateway Service Providers (GSPs)
- State and Commonwealth Government user agencies (direct connections and/or via a GSP)
- Private sector users.
AGD used the outcomes of the online survey to inform improvements to the DVS. The online questionnaire was based on findings of qualitative research involving in-depth telephone interviews with key stakeholders initially. A short report produced from these interviews explored particular issues and themes that assisted in the development the customer satisfaction questionnaire.