
CASE STUDY
Embracing the Future: How BCA Inc. Leveraged Technology Partnerships for Digital Innovation.
Led BCA’s digital research, transitioning high-security printing to digital solutions. Interviewed state representatives to assess Mobile Driver’s Licenses, Vital Records, and E-Visas needs. Accelerated a 5-year Go-To-Market plan to 1.5 years, achieving key milestones under budget. Built strategic partnerships to deliver a Digital Trust System and Wallet, creating a scalable case study for state adoption.
Technology Strategist and PM
Consulting Firm: Worky.tech
Author: Michael Clingerman
Date: 2024
INTRODUCTION
Project Summary:
BCA, a division of CCL Inc., stands as a small yet formidable entity entrusted with a significant role. As a trusted vendor to the U.S. Federal Government, BCA's expertise in printing high-security items spans postage stamps, passport pages, visas, State Department credentials, and state vital records. BCA epitomizes trust and security in a sensitive market because of its unparalleled commitment to security and its intricate attention to detail. However, the rise of digital transformation presents a new set of challenges and opportunities for BCA.
PROBLEM
The digital transformation era presents BCA with a crucial crossroads. The shift towards digital records and solutions marks a significant change in the market, one that goes beyond a simple transition of mediums. As the demand for digital solutions grows, BCA’s reliance on traditional printing methods, despite their proven effectiveness, now positions the company on the edge of potential disruption. Competitors offering end-to-end digital solutions are capturing the market’s attention, compelling BCA to adapt swiftly to this new digital paradigm or risk losing its revered market position and long-standing accounts.
THE PROCESS
APPROACH:
In the face of a rapidly evolving digital landscape, BCA embarked on an ambitious mission to compress what is typically a 20-year Go-To-Market strategy into a 2 to 5-year journey. Central to this strategy was the formation of strategic partnerships and the reinforcement of existing relationships. A thorough three-month research phase led to the identification of multiple promising new revenue streams, each representing a significant opportunity in the digital domain:
Mobile Driver's Licenses (mDLs)
Digital Vital Records
Digital Tax Stamps
Digital Vehicle Titles
E-Visas
Digital Healthcare Identification
Digital Insurance Mobile Identity
While distinct in their applications, this diverse range of services shared a common requirement for robust digital infrastructure. Recognizing this, BCA saw a golden opportunity to amortize its investment in technology across all these potential revenue streams. By adopting a unified platform approach, we could effectively streamline the digital transformation process, creating a scalable and versatile foundation that could be adapted to various digital services.
With this strategy in mind, BCA initiated a technical pilot with an early adopter. This pilot served as a critical testing ground not just for the technology itself but also for BCA's ability to adapt and innovate in a rapidly changing digital landscape. This approach was about more than expanding our product portfolio; it was about strategically positioning BCA as a leader in digital transformation, ready to meet the evolving needs of both federal and state documentation in an increasingly digital world.
NEW INITIATIVE:
DIGITAL WALLET PILOT
Concept and Objective
In alignment with BCA's broader digital transformation strategy, the Digital Wallet Pilot was launched as a strategic initiative to integrate secure digital solutions with its high-security printing expertise. This effort aimed to offer a unified, state-friendly digital platform for managing credentials such as driver’s licenses, vital records, and tax stamps.
Designed to be whitelabeled for adoption by individual states, such as Washington, the Digital Wallet represents a seamless extension of BCA’s trusted services into the digital realm.
Design and Research Process
The pilot began with a comprehensive discovery phase, including user research and competitive analysis. The team identified critical gaps in existing digital wallets, particularly the need for secure yet intuitive platforms tailored to state-level governance. Key findings from interviews and focus groups emphasized streamlined dashboards, minimized cognitive load, and secure data management as user priorities.
Rough wireframes and prototypes were developed to address these needs, mapping out user journeys that prioritized simplicity and functionality for credential access, financial transactions, and digital identity verification.
Design and Research Process
The pilot began with a comprehensive discovery phase, including user research and competitive analysis. The team identified critical gaps in existing digital wallets, particularly the need for secure yet intuitive platforms tailored to state-level governance. Key findings from interviews and focus groups emphasized streamlined dashboards, minimized cognitive load, and secure data management as user priorities.
Rough wireframes and prototypes were developed to address these needs, mapping out user journeys that prioritized simplicity and functionality for credential access, financial transactions, and digital identity verification.
User Personas and Testing
Focus groups informed the creation of user personas, such as John, a 25-year-old freelancer requiring mobile convenience, and Aisha, a 38-year-old professional managing family accounts. These personas guided the iterative design of the wireframes, with usability testing sessions highlighting areas for improvement, such as dashboard clarity and navigation efficiency. Feedback was instrumental in refining the platform, ensuring it met the diverse needs of state agencies and residents with varying levels of technological literacy.
Results and Future Potential
The Digital Wallet Pilot demonstrated significant promise as a whitelabeled solution for state governments, seamlessly integrating digital and physical credentialing capabilities. With further refinement, this initiative positions BCA to lead in offering secure, state-tailored digital platforms that align with its legacy of high-security services. By bridging traditional and digital solutions, the Digital Wallet expands BCA’s market opportunities while reinforcing its reputation as a trusted partner in government documentation.
Iphone & Android
Both iPhone and Android Screen workflows were generated for high-level demonstrations.
CHALLENGES
BCA is navigating a pivotal phase, with the digital landscape shaped by influential bodies like the American Association of Motor Vehicle Administrators (AAMVA). AAMVA's extensive network, spanning DMVs, state agencies, and retailers, signifies a significant shift in the digital identity domain. Aligning BCA’s technology with these new standards is crucial for remaining competitive in digital driver's licenses, Vital Records, and Tax Stamps.
The involvement of tech giants in this sector underscores the complexities and potential of this transition. With our expertise in high-security credentials, BCA is uniquely positioned to offer comprehensive digital solutions while continuing to provide traditional services, presenting an opportunity to become a leader in the integrated digital identity landscape.
RESULTS
OUTCOMES:
STRATEGIC PARTNERSHIP:
BCA’s strategic partnership with a skilled overseas technology provider (mattr.global/) has been a transformative step in a digital journey.
MVP:
The pilot, which lasted 3 to 6 months and cost $500k, emerged as a cost-effective and agile alternative to a traditional three—to five-year development cycle and a $2M+ product development investment.
This initiative underscored our ability to rapidly deploy a comprehensive digital trust service (DTS). We significantly mitigated data management risks by leveraging AWS web services for data and privacy.
QUALITATIVE RESEARCH AND USER NEEDS:
We aligned with the growing public demand for mobile access to state and government vital records. The success story of LA Wallet in Louisiana is particularly illuminating
As of May 2022, approximately 190,000 residents have used LA Wallet to access their hunting and fishing licenses, and 1.4 million have activated the app on their smartphones.
A STRATEGIC PLAN:
This case is noteworthy because LA Wallet is not a product of tech behemoths like Google or Apple; it's an independent solution endorsed by the state government for citizen use.
This example from Louisiana, achieving a 70%+ adoption rate in 2023 for digital vital records and hurricane relief funds (LA Wallet App), not only validates our approach but also establishes a clear benchmark for future state-wide digital initiatives and state-driven digital wallets. The story of how Louisiana implemented this solution (LA Wallet - State of Louisiana) demonstrates the feasibility and effectiveness of independent digital solutions in a landscape often dominated by larger tech companies.
NEW POSITIONING:
BCA is uniquely positioned to navigate this landscape. Our legacy in high-security printing, combined with our foray into digital solutions, equips us to offer something that even tech giants like Google and Apple cannot – a deeply integrated, secure, and specialized service tailored to the specific needs of government documentation. With our recent successes and strategic partnerships, BCA is poised to lead its clients through a holistic digital transformation, bridging traditional security with the latest in digital technology.