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.