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
In a span of 4 weeks more than 1 in 8 Australians will seek to access Government information online. According to Shelter et al 46 % of Australians experience problems using those services in the market at the moment. Only 16% of the Australian population regard the government as doing a good job in providing … Continue reading What are the challenges of Digital Transformation
We interviewed Cheryl Alderman, Director/Business Coach & Mentor/Life Coach at Be Ultimate. Here are her expert insights on leadership styles and how over the years it has evolved. What is the prominent leadership styles that you see today? First of all, probably it’s worth just talking about change and leadership and the way … Continue reading Insights on being an impressionable leader
Disability groups are seeking clarity from the government around future funding for the NDIS schemes. National Disability Services CEO Chris Tanti said the sector needed more assurance about funding so it could plan for the growth needed for providers and participants under the scheme. “It’s not fair to people with disability, their families, carers and … Continue reading How do you stay financially sustainable in the NDIS?
Professor Michael Hiscox of the Harvard School of Government shares some case examples that form part of his Behavioural Insights and Public Policy program. These examples demonstrate the use and evaluation of behavioural interventions and help us understand and apply similar interventions to new policy problems. Policy Issue (Welfare/Education): How to improve take up of … Continue reading Applying behavioural insights – Case studies
Since the introduction of NDIS since 2016, disability service providers struggle with cash flow & transitional business models from block-funding for standardised services to participant led-care. To survive in the NDIS space there needs to be a restructuring in strategy around the role of a CFO in the business. Current conditions in the NDIS pricing … Continue reading The cash flow crisis in the NDIS
Aon’s 2018 Local Government Risk Report for Australian Local Government has indicated the biggest areas of risk for the year were infrastructure and financial sustainability, however, many councils are failing to adequately prepare for these. The analysis found the leading risks for councils in 2018 were: Mr Paul Crapper, Aon’s head of local government, said … Continue reading Infrastructure: Biggest risk according to the Aon 2018 report