The QBCC is seeking to engage a supplier to assist us with the staged process which will culminate with the delivery of the QBCC Digital Services Enterprise Architecture including detailed roadmaps to achieve this. The proposed structure of the engagement will be in three stages as detailed at a high level below:
Stage 1 - Discovery
Stage 2 – Future State
Stage 3 – Gap Analysis and Roadmaps
Business Problem Description
Our current external facing business services (digital and non-digital) used by our customers and clients, stakeholders, and broader community, offer a mixed customer experience, are delivered by a variety of manual and technology enabled methods. These business services are supported internally by a combination of manual processing and siloed legacy technologies and platforms. Challenges associated with the current approach include duplication of effort, low confidence in information quality, poor repeatability, and limited integration, reducing the organisation’s ability to realise additional value.
Our Opportunity Statement
The internal processing of customer service requests will be optimised to remove duplication and manual handling of information, achieve higher levels of repeatability, improved ability to process higher volumes of requests with faster turn arounds, and better decision making. Over time, our technology platforms will be consolidated and aligned to delivering and supporting digital services.
Taking a holistic improvement approach across our four lenses of People, Process, Information and Technology within the context of our customer facing business services will deliver demonstrable improvements to external facing digital services offering an enhanced customer centric experience. In turn, benefits will accrue in overall customer satisfaction, reduction of call volumes, swifter and more effective face to face interactions, and a decrease in rework and manual handling of information.
|