By Ben Apted   /

SPP’s impact on a highly complex digital and service transformation for government

ARTICLE SUMMARY

The proliferation of digital servicing presents an opportunity for government to deliver services efficiently and effectively.

SPP’s client had a vision to become an internationally recognised leader in government service delivery, underpinned by a best practice omni-channel service delivery model. SPP took a “customer inside” approach to the transformation based around four principles: customer value, visibility, efficiency and ease of implementation.

Drawing on SPP’s capability in digital strategy, design and customer-centric service delivery, the client was able to start delivering on customers’ needs and realised a significant efficiency dividend. Today, the client’s omni-channel approach handles over 600 different transaction types and carries the majority of government service delivery in its State.

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Key Contacts

Ben Apted  /  Director

Ben Apted is a Director 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 service...

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By Ben Apted   /