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Digital Services and Customer Experience

Bots and the Future of Customer Experience- Canada

City councils, therefore, need to be resilient and responsive and need to be able to provide answers. In recent times there has been no greater crisis than COVID-19, and the City of Toronto was intent on being proactive in its dealings with its citizens. However, there were simply not enough staff and too many questions coming in, so a digital or artificial intelligence (AI) solution was sought. The City of Toronto also had a few expectations that needed to be met. “Accessibility was very important to the City, so that it was equitable to everybody, and any solution also needed …
Bots and the Future of Customer Experience- Canada
Canada 8 Apr 2021
Industry Trends
Public
Save Milena Tsitovitch Author avatar
Workforce, Skills and Capability

Why workplace wellness is key to organisational success

It’s no secret that the workplace has a huge impact on the physical, mental, economic and social wellbeing of employees. With the average full-time worker spending around 40 hours a week at work, it can be easy to see how the hours spent working can play a vital role in shaping a person’s overall wellness experience. Combine this with a global pandemic and the topic of ‘employee wellness’ becomes ever so crucial. With COVID-19 signalling a huge shift towards remote working, many employees found themselves juggling work, home schooling and house duties. The pandemic has led to less separation between …
Why workplace wellness is key to organisational success
Australia 7 Apr 2021
Industry Trends
Public
Save Milena Tsitovitch Author avatar
General

Local Government: Improving Customer Experience and Customer Engagement

With a growing and changing population, David Kerr, the Director of Community and Belonging at Northern Beaches Council in Sydney, says that their council was only formed “four and a half years old through an amalgamation of three councils who effectively had no relationship with each other.” The councils had no relationship, but more importantly, the citizens also had little connection with the councils. So the most important thing that the new council started to do was to “actively listen to our customers, and to be empathetic to the concerns expressed by our customers.” That meant reiterating regularly and from …
Local Government: Improving Customer Experience and Customer Engagement
Australia 1 Apr 2021
Industry Trends
Public
Save Teresa Anderson Author avatar
General

Improving the Operational Efficiency of your Council

Dawn Baxendale began her role at Christchurch City Council in October 2019. Just a few months later the world changed, but before then, in January 2020, the Council revised some of their plans based on the three principles mentioned above. “Those principles were basically critical to help us get through COVID-19.” Many councils, including theirs, decided to undertake a second annual plan after the pandemic began because so many parameters had changed. However, since the first plan was underpinned by those principles and since everyone was on board, “we were able to do it in just five weeks.” The result …
Improving the Operational Efficiency of your Council
New Zealand 1 Apr 2021
Industry Trends
Public
Save Rosie Fea Author avatar
General

Workforce Mobility and Remote Service Management

One of their main operations is in food services. This critical to any hospital and thus they have “150 food service sites across NSW employing about 4,600 staff,” as well as “three food production units (FPUs)” that produce special and customised meals. All up, they “produce over 24 million meals per year.” Given the nature of the food processing environment, especially in hospitals, it is a “highly regulated” industry with many standards, guidelines and frameworks that need to be adhered to. “However, a lot of work needed to be done to ensure success. To start with, “we worked with BSI …
Workforce Mobility and Remote Service Management
Australia 31 Mar 2021
Industry Trends
Public
Save Teresa Anderson Author avatar
Cyber Security and Risk Management

Benefits of Cloud Security with Transport NSW

Across NSW Government there is a cloud strategy which “states that we must use public cloud first, as the default. We should only use the traditional data centres if it makes sense for our businesses or if we have no other alternative.” However, there are numerous ways to interpret this and there are a number of public cloud platforms. Before delving further, it is therefore important to understand these, and one way to do so is to think of them as “a cloud pizza model.” This was the model that “helped us to overcome and understand it at Transport NSW.” …
Benefits of Cloud Security with Transport NSW
Australia 31 Mar 2021
Industry Trends
Public
Save Paris Armstrong Author avatar
Data, Analytics and AI

Scaling and maturing automation to drive employee and student experience

The main focus of the automation was bots, software programs designed to perform repetitive tasks. But most of these bots “were on individual computers with no consistent coding.” There also wasn’t a lot of control around the bots, but the biggest problem was that there “was a lot of fear from staff around jobs,” specifically that automation could render some roles redundant. Overall, there were a lot of issues and misconceptions. The purpose of automation and RPA is to have “something that is scalable, easy to use and consistent amongst all environments.” Ultimately it is about reducing risks and errors, …
Scaling and maturing automation to drive employee and student experience
Australia 31 Mar 2021
Industry Trends
Public
Save Neboneid Hamoo Author avatar
Digital Services and Customer Experience

Bots and the Future of Customer Experience

Before the pandemic, “it was our country’s fourth largest export industry.” To engage with potential or current students, in 2018 ENZ decided to develop a chat-bot, which is a simulation of a human conversation, using artificial intelligence (AI) features. This was “a relatively new communications channel,” meaning that “there isn’t an established formula or methodology for chat-bot implementations.” However, at the time the agency was in no rush, and Jamie Crump was studying a “Masters of Technological Futures and developed an approach for the chat-bot project.” ““Nobody wants to engage with something that is dull, slow and hard to navigate …
Bots and the Future of Customer Experience
Australia 31 Mar 2021
Industry Trends
Public
Save Lily Stokes Author avatar

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