Criterion’s Annual ITS in Tertiary Education conference ran in Melbourne over the 24th – 25th October. Four years into the series, the 2017 event brought together some familiar faces – and welcomed some fresh ones too. For the first time, we invited an Out-of-Sector speaker, Russell Murphy, to discuss his on the ground experiences of delivering an omni-channel contact-centre at Service NSW which was received with great interest and awe.
Service NSW have embarked on a journey not too dissimilar to many of the digital transformations happening across the Australian university sector. Russell detailed the agency’s experience diving head-first into a statewide service delivery transformation centred around multi-channel capability and integration of service centres, contact centres and digital platforms.
Their achievements to date are impressive:
- 80+ one-stop shop service centres opened
- 1 single access website for streamlined transactions
- Less than 9 min wait at service centres
- Less than 2 min wait over the phone
- 97% customer satisfaction from a sample of 2 million customers
Russell attributed a number of factors to the success of this transformation, however one thought resonated the most:
“Every journey has an underlying narrative. So what’s the story that people tell about your change? If you don’t set the narrative for the journey, someone else will.”
The other important takeaway was that this journey is a work in process. You don’t just ‘do’ transformation. Teams need to be bought-in, processes need re-evaluation and customers need to be consulted with. But the main point is this – you have to start somewhere, so start.
Interestingly, this point was also echoed by Monash University’s CIO, Trevor Wood, who sums up the discussion quite well:
“You can’t steer a bike that isn’t in motion. Stop talking about change and start doing!”
Feedback from delegates:
- A rare opportunity to network with genuine peers who are willing to share their stories, warts and all!
- We are all struggling with the same things and it’s good to see those how are achieving in areas we need
- A very intimate conference which allows for great discussion and knowledge sharing
There was some great feedback on how we can improve the event for next year, so we wanted to let you know that we are listening to you and want to make some important changes for 2018.
We would like to hear your thoughts in a short survey here.
We will send you a save the date and content teaser as soon as we get your feedback.
Thanks for your honesty and opinions on helping shape this university led event!