Auckland Council · Local government · 1M+ residents
Council-wide service transformation for over a million residents
Helped the council build a vision of modern customer service, designed a multichannel operating model, then delivered CRM, contact centre, HR and Payroll systems, on time and on budget.
30 min → 30 seccontact centre wait times
Challenge
Citizen services and core HR and Payroll processes were fragmented and heavily manual across the council, and the contact centre had to keep running through COVID-19.
What I did
- Designed a multichannel customer service operating model across service centres, contact centres and digital channels.
- Delivered a contact centre platform upgrade for 500+ staff with zero downtime for essential public services.
- Delivered Core HR, Talent, Payroll, Time & Attendance and Learning within the programme.
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