In 2013 we partnered with SPP on a highly complex digital and service transformation for the NSW government.
We are proud to have contributed to a measurable increase in customer satisfaction from 68% to 96% within a three month period of launch.
Customer Satisfaction (Pre-launch)
Customer Satisfaction (Post-launch)
We were engaged to help deliver the digital platform. Key tasks included:
- Optimising content and design for a best-of-breed user experience
- Managing a diverse team of internal and external people
- Implementing community insights as part of the design phase
The engagement drew on particular skills including:
- Identifying and implementing optimal design, function, usability and content
- Website optimisation and security
- Integrating customer feedback into the design process