To support a compliance team that was already under pressure to scale, we needed a powerful tool that could track detail, and a rollout plan that delivered meaningful impact at every stage.
Every support worker who works with Hireup needs to submit a certain amount of documentation, to verify their identity, and certify their ability to perform certain types of work.
Depending on the user, the list could be very simple (ID, police clearance, and first aid), or very complex (regional work clearances, visa grant paperwork, vehicle insurance statements).
Chasing up the necessary documents creates an initial barrier to joining the platform, and even once collected, many are only valid for a given period.
Our goals for the project were to ensure that every user was operating with valid certifications, and to make the management process as low-touch as possible, to reduce processing times, and the potential for manual error. This culminated in a system that could organise and tally its own checklists, and guide users through the process of updating their own documents as they were required or approached expiry.
Phase 1— Collecting the best data
The first step was to optimise the collection of documents from users during the registration process, and produce clean data for automation later on.
We used the information that they provided about their circumstances (state, visa status, services they wanted to offer), to curate a concise and personalised list of requirements, and included coded fields for unique ID numbers and issue dates.
Phase 2— Admin & Self-management
With a repository organising the type and characteristics of each document, we could now create a control panel to manage them.
As staff review each item, they assign its status to approved or rejected. The user would have a similar interface, to observe the live status of their items (requested, submitted, validated), and manage corrections if necessary.
Coded statuses and actions enabled reporting options for trends and identification of at-risk user cohorts (eg: "first aid expires within 7 days").
Phase 3— Automated notifications
Once the system was able to assess the status of a document, we could hook up certain statuses to perform their own follow-on actions.
If a document was rejected or due to expire, a notification flow requested an update from the user, driving them back to the control panel to resolve the issue without human intervention.