In achieving customer service excellence there is no ‘one-size-fits-all’. To understand the nuances of the process we spoke to Vikram Sehgal, VP and Research Director at Forrester. Here is what he had to say: In terms of CX, how do you think Governments, Local or Federal, can go about understanding the needs and … Continue reading Forrester’s take on CX in Government l Vikram Sehgal – VP & Research Director
The role of the PMO is one that frequently sees change. In recent years organisations have been adapting and evolving their management practices from traditional methodologies in keeping up to date with the changing landscape. Andy Almenara is Head of PMO at SBS and is responsible for strategy development, project delivery, and portfolio … Continue reading Understanding the role of the PMO
David Barron, Operations Manager, Waterview Tunnel Joint Operation presented his Case study at the Tunnel Operations and Maintenance Conference 2018. The Waterview Tunnel is a key piece of the Western Ring Route, a 48 km motorway route through the west of Auckland, connecting Manukau, the city, West Auckland and the North Shore. The 2.4km Waterview … Continue reading Case Study: Waterview Tunnel NZ
“There are a number of distinctive features by sharing knowledge within public-private inter organizational collaborations. It allows members to explore different ways of thinking about the issues they confront. This is in contrast to the boundaries and constraints the individuals face within their own organisations such as business interests and budgetary responsibilities. Members can then … Continue reading The Value in Information and Knowledge Management
Let’s not beat around the bush – over the past decade, it’s been the public sector that has propped up the Australian contact centre outsourcing industry. While companies in the private sector steadily migrated their operations offshore, state and Federal Government has gone from an inhouse service delivery model to a hybrid inhouse/outsource model, … Continue reading Contact Centre Outsourcing and the Public Sector in Australia
On 21st November 2018, the Australian Government announced its 7 year strategy for full Digital Transformation meaning that all services will be available digitally in 2025. “Intended changes include being able to register births, marriages and deaths across federal, state and territory governments in one instance rather than for each individual body.The Government also intends … Continue reading Digital Government Update!
According to Gartner, “Knowledge management is a discipline that promotes an integrated approach to identifying, capturing, evaluating, retrieving, and sharing all of an enterprise’s information assets. These assets may include databases, documents, policies, procedures, and previously un-captured expertise and experience in individual workers.” In today’s modern organisations it is important to maintain an integrated approach … Continue reading Learn how to promote a knowledge sharing culture in your organisation
The Centre for Sleep Research led by Professor Drew Dawson has introduced the prior/sleep wake model that allows for a scientific measure of fatigue relative to the error trajectory of the task at hand. This report reviews the risks of fatigue in the mining industry in QLD. Fatigue in the QLD region: Combining alcohol and … Continue reading Fatigue Management in the Mining Industry- Insights from professor Drew Dawson