Stay the Course in a Dynamic Environment

Brent LudlamVoice Network ManagerMinistry of Social Development August 2012

Largest Govt Department in NZ

We are the lead “Social Services” agency

The Ministry is organised into ten different business groups, each within one of three clusters, each group is headed by a DCE. Some of the groups deal mainly with internal staff support. Others deal predominantly with supporting for our clients

Approximately 30% of all New Zealanders are our clients, but we touch 75% of all New Zealanders in one way or another

Our Client Services include

* 0 - 17 yrs “Child Youth & Family” delivers child/family welfare support (24/7- 911 type service)

* 16 – 65 yrs “Studylink” delivers student loans and support services

* 18 - 65 yrs “Work & Income” delivers benefit payments to the unemployed,

medical/sickness and accomodation. Also provides job search services

* 65+ yrs “Seniors” delivers superanuation benefit and services

* 10+ yrs “Families” delivers critical support sevices for those in need (suicide line)

* Whole of life services also includes the “Govt Emergency Line”

We pay out $13 Billion each year in benefits

Who are we ?

Our vision:

an inclusive NZ where all people are able to participate in the social and economic life

of their communities

Our purpose:

we lead social development to achieve a better future for all New Zealanders

Our principles: (MSD People)

* put people first

* team up to make a bigger difference

* act with courage and respect

* empower others to act

* create new solutions

* are “can do”, and deliver

* honour achievement

Above all, we do the right thing for New Zealanders

Who are we ?

Brent Ludlam: Voice Network Manager, Infrustructure & Services

Who am I ?

Over 35 years experience in voice technologies both in the private and public sector

My role:* 3rd Level Operations Manager for all voice / mobile / video

telecommunications technology such as:IP Telephony - 10,000 staffIP Contact Centres - 2000 CSR’sMobile phones - 6,000 +Video endpoints - 50+

* Enterprise voice Architect* Solution design Architect* Integration design Manager* Pre sales Manager to internal business groups* Project Manager* Vendor Manager

Main Operational KPI:* Keep the Ministry out of the paper (voice solutions specific)

Six “Basic IT Transformation Principles” to follow (just keeping the lights)

1) Planning well in advance (get it Right First Time)

2) Having infrastructure to test with

3) Write “complete” test scripts

4) Test, test and tripple test…. (changes should be “smoke & mirrors” to customers)

5) Have strong change control “CAB” practices and include:

6) Have a simple and quick rollback plan. (don’t be afraid to use it)

If implementing NEW services / features

follow the same 6 principles above, but include a “limited” customer POC / Trial with the following additional principle

7) “Softly, Softly” approach.. Opt in as opposed to Opt out…. gage the customer experience carefully…Govt intitives can be stressful enough for our clients

Above all, do the right thing for New Zealanders….our clients

How to Maintain Customer Experience in a Dynamic Environment

Questions?

Thank you

How to Maintain Customer Experience in a Dynamic environment