SPP’s impact on a highly complex digital and service transformation for government
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.
Ben Apted is the Senior Partner of 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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