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
Benefits realisation management (BRM) provides organisations with a way to measure how projects and programs add true value to the enterprise. This BRM Framework works to help organizations effectively manage and realise project benefits. It provides a set of questions and good practices that project, program, and portfolio management professionals can use to help guide … Continue reading Strategy frameworks for benefits realisation
Estonia is probably the only country in the world where 99% of the public services are available online 24/7. E-services are only impossible for marriages, divorces and real-estate transactions, you still have to get out of the house for those. The population of Estonia is 1.3 million & Australia has around 25 million, the United … Continue reading E-Estonia : How did they do it?
In achieving customer service excellence there is no ‘one-size-fits-all’. There are diverse ways in which public sector departments, agencies and local councils are setting their customer-centric service strategies, providing unique insights into the key factors for success. We spoke to Fiona Keough, Chief Executive Officer, Auscontact Association about the various depths of understanding customer experience … Continue reading Auscontact Association Head, Fiona Keough on the shift from Customer Service to CX
Northconnex is a nine kilometre tunnel that will link the M1 Pacific Motorway at Wahroonga to the Hills M2 Motorway at West Pennant Hills, removing around 5,000 trucks off Pennant Hills Road each day. It will be the longest road tunnel project in Australia. Fire and Rescue NSW has been consulted in the development of … Continue reading Safety and Incident Management Report: NorthConnex