Taking a Customer-Centric Approach in the Business Maria Robertson, - PowerPoint PPT Presentation

Taking a Customer-Centric Approach in the Business Maria Robertson, Deputy Chief Executive, Service Delivery and Operations, Department of Internal Affairs 7 September 2016

We are in rapidly changing times • Ministers priorities; citizens demands • People experience pain points – Integrating – Channel shifting (digital + non-digital) • What if we really put the customer/citizen at the centre? • What if we designed servicesa round the person, not the agency or channel? Department of Internal Affairs

Customer Pain Points • 51% had experienced pain points • 39% had missed out on a service because they did not know it was available • 39% reported a government agency not seeming to understand the effect its decisions and requests had on a customer Department of Internal Affairs

Customer Pain Points • 44% had submitted the same information to several government agencies • 37% reported that a government agency asked them to provide too much information to prove who they were • 37% wanted to complete a whole transaction online, but were unable to do so Department of Internal Affairs

The ambition? People have easy access to public services, which are designed around them, when they need them. Department of Internal Affairs

This thing called life …. Birth ECE Formal Tertiary Jobs Relationships Divorces Divesting IR# Quals Vote Travel Kids Career Mokopuna Vaccs DL Housing Investments Investing Dependants Retirement 0 3 15-17 18-20 20s 30s 40s 50s 60s etc Department of Internal Affairs

Design principles for creating a customer centric service • Customer Experience • Fit for purpose • Effective and efficient performance • Managing the work – Spans – Complexity – accountability • Financial sustainability Department of Internal Affairs

Citizens are demanding shifts in how they access products/services Omnichannel Business Open Ecosystem Driver • • Own customer relatonship Provide branded open platform Complete • • Multi product customer experience to Ensure great customer experience • meet life events Plug and play third party products • • Integrated value chain Customer knowledge from all data Knowledge of our customer • Match customer needs with providers • Extract ‘rents’ Banks, retail, energy companies Amazon, Alibaba, Google Supplier Modular Producer • • Potential for loss of power Plug and play product/service • • Core sklls: low cost producer, incremental Able to adapt to any ecosystem Partial • innovation Constant innovation of product/service Insurance via agent, electronic producer via retailer, mutual find via broker Paypal Value Chain Ecosystem Business Design Department of Internal Affairs

Services built around customer needs, rather than traditional agency boundaries “because we do marriages people assume we do divorces” - DIA, Customer Services Officer Department of Internal Affairs

Foundations for service innovation • Integrated services where appropriate • Efficiency in digital delivery • Automated universal entitlement • Information capture, navigation, access, use • Coherent digitally enabled identity • Governance • Partnerships across boundaries • System views • System resolution Department of Internal Affairs