QUEENSLAND BUILDING AND CONSTRUCTION COMMISSION
“ We ’ ve undergone an entire information systems restructure , so we ’ ve halved the number of contractors and invested heavily in training and upskilling . This has included hiring more new , permanent staff , but without increasing our overall headcount ”
has included hiring more new , permanent staff , but without increasing our overall headcount .”
Improving customer service through new digital channels
Improving internal systems has been a massive undertaking at QBCC , and it remains an ongoing process to move towards an efficient and effective set of processes .
Another key area of digital transformation has been its external offering , in terms of investing in and delivering new digital channels to its stakeholders .
With a goal of encouraging inspectors , contractors and workers to access and complete paperwork , check projects , and access file history , it launched online access to forms and resources as part of its digital revamp . Since launching the first stage of the digital transformation , the business noticed a 38 percent swing towards online .
McGregor adds that partnerships are “ integral to this process of transforming to digital channels ”, including both the internal collaboration and teamwork between PMO , IS and Customer Service , and the relationship between QBCC and external vendors .
“ Those relationships have been critical . As part of the digital transformation weekly meetings were held between internal and external stakeholders
152 August 2016