Conference Day One: Tuesday, 16 April 2019
Tuesday, April 16th, 2019
2:00 PM Driving Field Focused Organisation Wide Transformation: Delivering a Better Experience and Reducing Costs for your Customers
Energy Queensland is going through a large scale transformation that is focused on delivery a greater experience and reducing costs for customers. People are at the heart of this, with technology a critical enabler of the new systems that are being developed. The transformation has been lead by the frontline (not a topdown approach that is favoured by most organisations). One of the key milestones to date is reducing resolution times by 4-6 hours which has been a result of increasing visibility and transparency. Plus the successes are highlighted by the fact that the solutions have been developed in-house.
- Frontline driven transformation: The pros and cons
- Introducing greater transparency and visibility and its impact on productivity
- The cost and service benefits of bundling solutions