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Digital.NSW 2021 - Digital Stream Case Study with Amanda Ianna

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Amanda Ianna shares insights on converging physical and digital CX to improve citizen access, inclusion and engagement. 

The case study dives into: 

  • Leveraging Human Centred Design (HCD) to improve the digitalisation and integration of life journeys 
  • Providing citizens with a simple and seamless experience as they transition between in-person, telephone and online services 
Amanda Ianna, 
Registrar, 
NSW Registry of Births, Deaths & Marriages 

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