Customer experience

With all the advancements the public services go through, a risk of exclusion remains for people with lower digital literacy skills.

Public services aren’t always designed with the diverse citizen’s needs in mind, which creates frustration. Improving these services is important to create better accessibility and a more personalised experience. The release of the Government Digital Performance and Inclusion Benchmark has given us clearer insights into the delivery of digital citizen experience in Australia. Analysing the state of digital equity and citizen experiences across Australia’s public sector allows department and agencies to improve service delivery and citizen outcomes. In Adobe’s eBook ‘Global Government Digital Performance and Inclusion Benchmark’, readers can: Develop their understanding of Australia’s benchmark score. Learn more about the […]

Sydney Trains has rolled out an “accelerated” five-point plan to give Greater Sydney accessible updates on journey and potential disruptions.

For the past three decades Datacom has acted as the first point of contact for millions of customers on behalf of companies and government agencies and advised hundreds of businesses on how to transform their customer experiences – now MD Stacey Tomasoni shares how the service industry has evolved in 30 years and what’s on the horizon. Right now is an incredible time to be involved in the world of customer experience. Companies and the consumers they serve are grappling with the pace of change and the continual demand for answers and information, and in many ways it’s the service […]

Break/fix is the default approach for IT service desks, but Datacom’s Director of Service Hubs William Clancy explains why organisations need to prioritise their employee experience – and service desks need to change. Customer experience is the number one priority for most organisations and their contact centres — a fact evidenced by the considerable investment […]

For government, building a redress scheme to right past wrongs and provide justice to vulnerable members of the community isn’t just about handing out money and leaving it at that. Today, redress schemes take a holistic approach, combining looking after the physical and mental health of the people affected, along with ongoing counselling – as […]

The NSW government has announced expanded services on the MyServiceNSW platform to include access to online land tax services of Revenue NSW.

Cloud services offer clients low-cost options for data storage and high-powered solutions for analysis.

Service NSW has been the go-to exemplar of how to get government customer service right. Its challenge now is leadership renewal.

Agencies need to follow the lead of NSW and the ATO to smarten up their approaches to customer experience.

Cloud will continue to make it easier and faster to deliver better digital services at scale with a customer-first mindset.

Cloud provides opportunities for governments to accelerate outcomes with digital products and data-enabled solutions.

Survey finds 92% of Australians want more digital government services and a majority (78%) are comfortable with AI-generated services.