Director – Customer Coordination
12:40 PM IT is Just IT: How ACT Government Has Leveraged Digital to Respond to Drive Efficiency and Respond to Customer Needs
Two years ago the ACT Government had 1 million face to face interactions and 800,000 digital interactions – now these figures sit at 600,000 and 1.3 million respectively. The ACT Government has reimagined 90 different processes – with this shift towards digital channels the new challenge is to work with teams to get them up to speed with this transformation.
- Looking into engagement by moving from data entry and into conversations
- IT is IT and the form is the form but this means nothing except for how it transforms the process
- Establishing a behavioural perspective on new ways of working and rolling this out into the organisation