We're helping the public and private sectors take a proactive approach to transforming service delivery in the digital era, improving the customer experience and boosting productivity.
Providing better services to customers
The emergence of the digital economy has many implications for the both the public and private sector, but perhaps one of the greatest is that almost anything can now be measured and, by extension, better managed.
The challenge is identifying what data will help improve a service outcome – particularly when seeking to better meet customers’ needs without compromising their rights to privacy and informational security.
This is particularly true for organisations like the Department of Human Services, which interacts with millions of Australians every day and manages payments worth over a third of the overall federal Government’s budget.
Transforming services for the digital era
Over the past five years, the Department of Human Services has adopted a leading position in digitally transforming its services for better citizen outcomes. Supporting this transformation has been our partnership with the department, under the Human Services Delivery Research Alliance.
Our work with the Department has established our credentials as leaders in service transformation and applied research for the public sector. We are now looking forward to extending our expertise to achieve service delivery improvements throughout Australia and the world.
Over the past five years the Department of Human Services has adopted a leading position in digitally transforming its services for better citizen outcomes. Supporting this transformation has been our partnership with the department, under the Human Services Delivery Research Alliance (HSDRA).
The HSDRA includes the following solutions:
- The Online referral model - We’re exploring automated systems that can help recognise customers who should be offered referrals for additional support.
- Emergency response – We created a software tool that integrates data from numerous government agencies during an emergency. The data is displayed in a web-based map that lets department staff see what’s happening in real time.
- Call centre dovetail – Sharing data from social media channels, face-to-face enquires and call centres allows for consistent and accurate responses to emerging issues.
- Tailored documents – We examined how asking customers a few questions can help tailor information to fit their specific needs, so they spend less time reading through relevant information.
- Social media – Vizie is a tool that uses natural language processing to organise social media based on its content. The department’s social media managers use Vizie to respond to questions, tackle potential rumours and track trending issues faster and more comprehensively.
- Channel optimisation – By analysing the way people respond to how messages are framed, customers can be encourage to use digital self-service channels like the department’s Express Plus mobile app, which frees up staff to spend more face-to-face time with those most in need.
- Web optimisation – We developed a tool called LATTE to identify if people are struggling to find what they need on the department’s website. This information has guided website improvements, leading to a better experience for customers.
- Planning for the future – Our research into the complex ecosystem of human services – from finding the most efficient debt waiver limit, to predicting vulnerable individuals, is helping the department improve service delivery.
- Online communities – We created an online forum, moderated by department staff, where customers with less complex needs can get support by sharing their experiences with other customers in a similar situation.
Do business with us to help your organisation thrive
We partner with small and large companies, government and industry in Australia and around the world.