CASE STUDY SUMMARY
A new program was established as the main interaction point for customers of a state government. SPP was engaged to support strategy development and project management in designing and launching an omni-channel service delivery model.
The state government’s vision was to become an internationally recognised leader in government service delivery, and deliver substantial efficiency benefits to government. The program determined that best practice digital capability would be at the core of its strategy. SPP was engaged to support strategy development and project management in designing and launching an omni-channel service delivery model. Our approach is based on taking the “customer inside” based on four core principles around Customer Value, Efficiency Dividend, Visibility and Ease of Implementation. SPP developed and delivered a digital platform that was scalable, mobile-optimised and supports additional functionality (e.g. geo-locator) that had the following impact:
- The client gained a clearer understanding of their customers’ needs.
- Opportunities across the client’s value chain were identified, and solutions developed.
- The government department realised an efficiency dividend through effective change management
Today, the digital channel handles over 600 different transactions.
Ben Apted is a Senior Partner at SPP. Ben leads SPP's Education, Research and Digital Practices. Ben is a thought leader and contributor nationally and internationally on higher education strategy, engagement and operations. He has led transformation of government...
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