Aaron Benes

Hi there,
I'd love to see a system change to improve the customer service from staff, the user experience for both staff and customers, and save money in ongoing build/maintenance work.
The suggestion I have to achieve this is to build each departments system in the customer facing environment (online). And in a way that staff are also able to use this system. Removing the need for separate staff and customer systems. Note that there will be a need for some parts that customers are not able to access for a number of reasons. This would help encourage customers to use online services as they would trust it more knowing it's THE SAME system their data would be entered into if they spoke to staff. I also feel staff could better support customers to use the system as staff use it themselves, this could progress to a point where if you were to visit a myGov/Centrelink office, every customer transaction could be completed at a self service terminal which would eventually change customer behaviour to self manage themselves from home or on the go- long term reducing customer contacts and staff costs (in addition to the reduction in system costs noted above). I work for DHS so this scenario is based on their service offer, however this approach could work for any department- as it does for more and more international private enterprise.