00:00:04
S1: Well, the high caps Trinity terminal is being rolled out as we speak. Let's chat about it with an executive from the NAB, the National Australia Bank. Simon Terry. Simon, great to meet you. Thank you for your time. Thank you.
00:00:16
S2: Peter. It's wonderful to be on the show.
00:00:18
S1: Maybe we can just start about talking about what the Trinity terminal is and then I guess some of its accessibility features. But just in broad terms, what is the Trinity terminal?
00:00:27
S2: Peter Hi. Caps has worked for many years helping Australians get access to their health claims and, and generally making health care more accessible and the terminals that health care providers use, the high caps terminals that they use are a key part of that experience. We're in the process of upgrading our fleet of high caps terminals to a brand new version, which is the Trinity terminal. It's based on an Android phone design. So it's a much, you know, much more usable, accessible terminal. And it's going to give both consumers and providers a great new experience.
00:01:09
S1: So this kind of works when I go to see my doctor and I pay them and they're the sort of part that Medicare pays goes into my account, that all happens through this terminal. That's right.
00:01:21
S2: So it's Medicare claims, as you've described. It's also private health insurance claims that you might make at your dentist or your physiotherapist or your optometrist. All of those claims are processed through this terminal. And we also work to support providers with government scheme claiming as well both, you know, state government and worker's compensation transport accident, but also the National Disability Insurance Scheme.
00:01:52
S1: Okay. So this sort of system, if you like, has been in place for quite some time. But in terms of the terminal, as you said, I like the term a new fleet is being rolled out. Makes it sound like cars.
00:02:04
S3: Well, it is a little.
00:02:05
S2: Bit it's quite a logistical exercise because we have over 40,000 terminals in market around Australia. So we're about halfway through that rollout now and we'll have that finished by the end of this year.
00:02:18
S1: Now, does it work if I'm a doctor or, you know, practice manager, do I contact you? Or because I was with you last week with an old terminal, you come this week and say, Here's our new one. How does that all work?
00:02:30
S2: We're managing the logistics of that fleet replacement. So we reach out to providers to let them know when it's their turn and to schedule a visit from one of our technicians to upgrade the terminal and make sure they're all set up and ready to go.
00:02:45
S1: Now, I know one of the things that Android has done very well, particularly in more recent years, is a lot of focus on accessibility. So how does this all fit into this new high caps Trinity terminal?
00:02:56
S2: Well, Peter, that was one of the key things for us as we had this opportunity to put a new high caps terminal out was to recognize that we needed it to be, you know, better from an accessibility perspective from the ground up. And so, you know what? We've made sure as this terminal goes out, it's got a range of new features to support a variety of accessibility needs, whether that's things like voice to text capability so it can read the information that's on the screen. We've incorporated physical guides because the keypad is now a touch screen experience. There's physical guides, tactile dots around the screen to guide pin pad entry. We also support headphone jacks and contactless card experiences on this new terminal as well to make it just easier for people to interact with the terminal.
00:03:54
S1: That tactile feature, if you like, is so important because the flat screen, as you can probably appreciate for someone who is blind or has low vision, it's pretty easy to get lost on that flat screen if you haven't got any kind of landmarks to be looking out for.
00:04:08
S2: Yeah, exactly. So and we've also got the option within the terminal to have, you know, voice confirmation of the buttons that are being pressed so that not only do you have that tactile guidance, you get, you know, feedback on on what you've pressed as you go through.
00:04:24
S1: And we talked about it being on an Android platform. But in a sense, you know, a lot of people use iOS or a lot of people might not be very sort of adept at the Android platform, but that's kind of not so much a sidelight, but that's not that important as long as you're getting some feedback or, you know, the the features of the thing are things that sort of anyone can access. You don't have to like have an Android phone to be really comfortable with the set up.
00:04:49
S2: No, no. We we've designed our terminal to be something anyone can use. It doesn't require any expertise in that particular platform. And we also recognise that these experiences are supported by health and care providers. Who'll be there when you're making this claim. So we make sure they understand how to support and guide people through the the various accessibility options that the terminal offers.
00:05:15
S1: Just to pick on something you said earlier. So there's an earphone Jack. So if I know that I'm going to be coming along and eating to use this, I can bring my earphones along and plug them in and, you know, have that bit of a privacy as well. Exactly.
00:05:28
S2: Exactly. So the audio prompts can be conducted privately through your headphones.
00:05:33
S1: All right. Now, some of this sounds really, really good. And congratulations on that. What about in terms of and I'm sure the staff that are running this are all wonderful people and, you know, working the people area as far as an industry goes. So they'll be very caring and wanting to help. What about as far as their training in this sort of thing, guys? Well, as.
00:05:51
S2: I'm as I mentioned before, Peter, you know, we go through we physically attend the practitioner sites as we install these new terminals and that gives us the opportunity to walk the practitioner and their staff through, you know, what the features are, make sure they're aware of the accessibility features. We support our accessibility features with guides and online materials that help them remain current, because obviously people in health care practices turn over. And it's important to be able to refresh that. And we also support people with phone support where needed to make sure they can leverage all the capabilities of these terminals. So, you know, I think this is a big advantage. You know, Australia's healthcare practitioners, you know, understand that people need accessible tools and support and so we're really keen to make sure we're delivering to that need.
00:06:47
S1: And I guess if you've been at the doctor and you know you're probably not feeling 100%, you kind of want one less stressful thing to be going on, you know, when it comes to paying or sort of checking out as well. So, you know, probably a little bit of allowance for how people might be feeling on the day would be a very good thing as well. Well, and I.
00:07:05
S2: Think that's that's the heart of what we, you know, think about as a business. You know, high caps as a part of NAB is really just trying to make healthcare easy, simple and more accessible. And so, you know, building these accessibility options into our product is pretty fundamental to delivering on those needs. And as we're doing a lot of work, for example, to expand our business into the National Disability Insurance Scheme and just port the quite diverse needs of people with a disability and supported by the NDIS. There's a range of ways we're thinking about how we continue to make sure the experiences are easy. They're simple there on the spot, so there's no concern, there's no need to worry later or any hassle that people need to carry away paper. For us, it's really important to resolve those issues then and there because as you say, whether people are, you know, improving their capabilities or they're, you know, addressing an illness, they don't want to be dealing with extra inconvenience.
00:08:11
S1: So mean. What about security? Because that's so important these days. I mean, over the last few months, we've seen some of the cyber attacks and what an impact that can have on people. What about is security a sort of a feature of these high caps, trinity terminals as well?
00:08:26
S2: Yeah, look, they're they're built to the most robust international standards for the physical security of devices. We also communicate with them, you know, over dedicated private communication channels. So, you know, both the device itself is physically secure. The communication with that device is secure. And we maintain, you know, robust security standards. And being a part of NAB, you know, a large financial services organization that has deep resources in in IT security, We've leveraged all of that capability in the way we think about protecting consumers information and protecting practitioners information as it relates to these terminals and transactions.
00:09:15
S1: Yeah, well, certainly very much to have that peace of mind. Now, I think you mentioned you're up to about 20,000 out of 40,000. Here we are late May, early June. Any idea when the whole fleet might be rolled out?
00:09:27
S2: Yeah, we're our expectation is will be completed in September.
00:09:30
S1: Peter. Okay. Well, that's a pretty good run rate, if you pardon the expression. That's certainly getting it out pretty quickly. So does every medical practitioner or will every medical practitioner have this or, you know, perhaps those that are less discerning? So and they choose to go elsewhere? Look.
00:09:49
S2: Peter, so, so high caps has you know, in allied health professionals, most allied health professionals use high caps. We're investing a lot this year in our growth in our. General practice solutions. So a large part of the general practice market uses high caps, but we're expecting to grow that significantly through the rest of this year. And we're also, as I said before, working with a lot of care providers out into the broader landscapes of whether it's recovery, health recovery schemes, worker's compensation schemes, transport accidents or the NDIS. And so people will increasingly see higher caps in those contexts as well.
00:10:37
S1: They've got a sort of a special look about them. They kind of for those that have got some sight or yeah, they're yeah.
00:10:43
S2: For people will, people will recognise them as a full screen experience. So the screen, you know, covers much of the terminal when it's in its screensaver mode, it's got a high caps blue logo there. And you know, people will, you know, find it a pretty straightforward experience to use that terminal.
00:11:05
S1: All right. If there's not one in your local practitioners now, there's one probably very much on its way. Might even arrive tomorrow if you go to the doctor. Right? Exactly. Can people find out more if you've got a website where people can get some more information, just should they be interested? Yeah.
00:11:19
S2: Okay. If people are interested that can go to hi capcom that you and they will find information on a terminal and information on the accessibility features and how we can support them. All right.
00:11:31
S1: We can put that link up on our Facebook page as well so people can get it from there. So I'm in. Great to meet you. And congratulations on the initiative. I mean, you know, I think I've said this before over the time, you know, banks can often get a bit of an unfair bank bashing, but when you do something good and accessible and making it much more user friendly than that, you deserve praise for that. And that's hopefully what we've done on this particular occasion. So well done. Keep up the good work.
00:11:56
S2: Well, thank you so much, Peter. And look, we'll just keep working to support Australians with their health and care and deliver more experiences like this.
00:12:05
S1: This being inclusive is so important. Thanks, Simon.
00:12:08
S2: Thank you.
00:12:09
S1: That's a symmetry there. He's an executive from the NAB talking about the high caps Trinity terminal and certainly sounds like a very positive move.
S1: Well, the high caps Trinity terminal is being rolled out as we speak. Let's chat about it with an executive from the NAB, the National Australia Bank. Simon Terry. Simon, great to meet you. Thank you for your time. Thank you.
00:00:16
S2: Peter. It's wonderful to be on the show.
00:00:18
S1: Maybe we can just start about talking about what the Trinity terminal is and then I guess some of its accessibility features. But just in broad terms, what is the Trinity terminal?
00:00:27
S2: Peter Hi. Caps has worked for many years helping Australians get access to their health claims and, and generally making health care more accessible and the terminals that health care providers use, the high caps terminals that they use are a key part of that experience. We're in the process of upgrading our fleet of high caps terminals to a brand new version, which is the Trinity terminal. It's based on an Android phone design. So it's a much, you know, much more usable, accessible terminal. And it's going to give both consumers and providers a great new experience.
00:01:09
S1: So this kind of works when I go to see my doctor and I pay them and they're the sort of part that Medicare pays goes into my account, that all happens through this terminal. That's right.
00:01:21
S2: So it's Medicare claims, as you've described. It's also private health insurance claims that you might make at your dentist or your physiotherapist or your optometrist. All of those claims are processed through this terminal. And we also work to support providers with government scheme claiming as well both, you know, state government and worker's compensation transport accident, but also the National Disability Insurance Scheme.
00:01:52
S1: Okay. So this sort of system, if you like, has been in place for quite some time. But in terms of the terminal, as you said, I like the term a new fleet is being rolled out. Makes it sound like cars.
00:02:04
S3: Well, it is a little.
00:02:05
S2: Bit it's quite a logistical exercise because we have over 40,000 terminals in market around Australia. So we're about halfway through that rollout now and we'll have that finished by the end of this year.
00:02:18
S1: Now, does it work if I'm a doctor or, you know, practice manager, do I contact you? Or because I was with you last week with an old terminal, you come this week and say, Here's our new one. How does that all work?
00:02:30
S2: We're managing the logistics of that fleet replacement. So we reach out to providers to let them know when it's their turn and to schedule a visit from one of our technicians to upgrade the terminal and make sure they're all set up and ready to go.
00:02:45
S1: Now, I know one of the things that Android has done very well, particularly in more recent years, is a lot of focus on accessibility. So how does this all fit into this new high caps Trinity terminal?
00:02:56
S2: Well, Peter, that was one of the key things for us as we had this opportunity to put a new high caps terminal out was to recognize that we needed it to be, you know, better from an accessibility perspective from the ground up. And so, you know what? We've made sure as this terminal goes out, it's got a range of new features to support a variety of accessibility needs, whether that's things like voice to text capability so it can read the information that's on the screen. We've incorporated physical guides because the keypad is now a touch screen experience. There's physical guides, tactile dots around the screen to guide pin pad entry. We also support headphone jacks and contactless card experiences on this new terminal as well to make it just easier for people to interact with the terminal.
00:03:54
S1: That tactile feature, if you like, is so important because the flat screen, as you can probably appreciate for someone who is blind or has low vision, it's pretty easy to get lost on that flat screen if you haven't got any kind of landmarks to be looking out for.
00:04:08
S2: Yeah, exactly. So and we've also got the option within the terminal to have, you know, voice confirmation of the buttons that are being pressed so that not only do you have that tactile guidance, you get, you know, feedback on on what you've pressed as you go through.
00:04:24
S1: And we talked about it being on an Android platform. But in a sense, you know, a lot of people use iOS or a lot of people might not be very sort of adept at the Android platform, but that's kind of not so much a sidelight, but that's not that important as long as you're getting some feedback or, you know, the the features of the thing are things that sort of anyone can access. You don't have to like have an Android phone to be really comfortable with the set up.
00:04:49
S2: No, no. We we've designed our terminal to be something anyone can use. It doesn't require any expertise in that particular platform. And we also recognise that these experiences are supported by health and care providers. Who'll be there when you're making this claim. So we make sure they understand how to support and guide people through the the various accessibility options that the terminal offers.
00:05:15
S1: Just to pick on something you said earlier. So there's an earphone Jack. So if I know that I'm going to be coming along and eating to use this, I can bring my earphones along and plug them in and, you know, have that bit of a privacy as well. Exactly.
00:05:28
S2: Exactly. So the audio prompts can be conducted privately through your headphones.
00:05:33
S1: All right. Now, some of this sounds really, really good. And congratulations on that. What about in terms of and I'm sure the staff that are running this are all wonderful people and, you know, working the people area as far as an industry goes. So they'll be very caring and wanting to help. What about as far as their training in this sort of thing, guys? Well, as.
00:05:51
S2: I'm as I mentioned before, Peter, you know, we go through we physically attend the practitioner sites as we install these new terminals and that gives us the opportunity to walk the practitioner and their staff through, you know, what the features are, make sure they're aware of the accessibility features. We support our accessibility features with guides and online materials that help them remain current, because obviously people in health care practices turn over. And it's important to be able to refresh that. And we also support people with phone support where needed to make sure they can leverage all the capabilities of these terminals. So, you know, I think this is a big advantage. You know, Australia's healthcare practitioners, you know, understand that people need accessible tools and support and so we're really keen to make sure we're delivering to that need.
00:06:47
S1: And I guess if you've been at the doctor and you know you're probably not feeling 100%, you kind of want one less stressful thing to be going on, you know, when it comes to paying or sort of checking out as well. So, you know, probably a little bit of allowance for how people might be feeling on the day would be a very good thing as well. Well, and I.
00:07:05
S2: Think that's that's the heart of what we, you know, think about as a business. You know, high caps as a part of NAB is really just trying to make healthcare easy, simple and more accessible. And so, you know, building these accessibility options into our product is pretty fundamental to delivering on those needs. And as we're doing a lot of work, for example, to expand our business into the National Disability Insurance Scheme and just port the quite diverse needs of people with a disability and supported by the NDIS. There's a range of ways we're thinking about how we continue to make sure the experiences are easy. They're simple there on the spot, so there's no concern, there's no need to worry later or any hassle that people need to carry away paper. For us, it's really important to resolve those issues then and there because as you say, whether people are, you know, improving their capabilities or they're, you know, addressing an illness, they don't want to be dealing with extra inconvenience.
00:08:11
S1: So mean. What about security? Because that's so important these days. I mean, over the last few months, we've seen some of the cyber attacks and what an impact that can have on people. What about is security a sort of a feature of these high caps, trinity terminals as well?
00:08:26
S2: Yeah, look, they're they're built to the most robust international standards for the physical security of devices. We also communicate with them, you know, over dedicated private communication channels. So, you know, both the device itself is physically secure. The communication with that device is secure. And we maintain, you know, robust security standards. And being a part of NAB, you know, a large financial services organization that has deep resources in in IT security, We've leveraged all of that capability in the way we think about protecting consumers information and protecting practitioners information as it relates to these terminals and transactions.
00:09:15
S1: Yeah, well, certainly very much to have that peace of mind. Now, I think you mentioned you're up to about 20,000 out of 40,000. Here we are late May, early June. Any idea when the whole fleet might be rolled out?
00:09:27
S2: Yeah, we're our expectation is will be completed in September.
00:09:30
S1: Peter. Okay. Well, that's a pretty good run rate, if you pardon the expression. That's certainly getting it out pretty quickly. So does every medical practitioner or will every medical practitioner have this or, you know, perhaps those that are less discerning? So and they choose to go elsewhere? Look.
00:09:49
S2: Peter, so, so high caps has you know, in allied health professionals, most allied health professionals use high caps. We're investing a lot this year in our growth in our. General practice solutions. So a large part of the general practice market uses high caps, but we're expecting to grow that significantly through the rest of this year. And we're also, as I said before, working with a lot of care providers out into the broader landscapes of whether it's recovery, health recovery schemes, worker's compensation schemes, transport accidents or the NDIS. And so people will increasingly see higher caps in those contexts as well.
00:10:37
S1: They've got a sort of a special look about them. They kind of for those that have got some sight or yeah, they're yeah.
00:10:43
S2: For people will, people will recognise them as a full screen experience. So the screen, you know, covers much of the terminal when it's in its screensaver mode, it's got a high caps blue logo there. And you know, people will, you know, find it a pretty straightforward experience to use that terminal.
00:11:05
S1: All right. If there's not one in your local practitioners now, there's one probably very much on its way. Might even arrive tomorrow if you go to the doctor. Right? Exactly. Can people find out more if you've got a website where people can get some more information, just should they be interested? Yeah.
00:11:19
S2: Okay. If people are interested that can go to hi capcom that you and they will find information on a terminal and information on the accessibility features and how we can support them. All right.
00:11:31
S1: We can put that link up on our Facebook page as well so people can get it from there. So I'm in. Great to meet you. And congratulations on the initiative. I mean, you know, I think I've said this before over the time, you know, banks can often get a bit of an unfair bank bashing, but when you do something good and accessible and making it much more user friendly than that, you deserve praise for that. And that's hopefully what we've done on this particular occasion. So well done. Keep up the good work.
00:11:56
S2: Well, thank you so much, Peter. And look, we'll just keep working to support Australians with their health and care and deliver more experiences like this.
00:12:05
S1: This being inclusive is so important. Thanks, Simon.
00:12:08
S2: Thank you.
00:12:09
S1: That's a symmetry there. He's an executive from the NAB talking about the high caps Trinity terminal and certainly sounds like a very positive move.
