Business
Transformation
Business Transformation Project
delivers future-proofing outcomes
Beginning in 2019, the Business Transformation project continues to deliver on its promise of genuine, long-term outcomes for clients, communities, and the RAQ workforce. Our Business Transformation project enabled us to provide greater flexibility to our clients, meeting them where they were with innovative technology and engaging digital tools. These enhancements delivered convenience and improved engagement within a contemporary, digitised world.
Our staff benefited from greater digital flexibility, too. Many opted to work from both home and the office, adopting a hybrid model of working that suited their individual needs. Clients were supported by staff working from home using teleconferencing or phone, made possible by updated devices capable of remote working.
Across the organisation, the benefits of the Business Transformation project were felt by all.
The Security and Resilience project delivered state of the art firewall and anti-virus protection, security monitoring, and Single-Sign-On capabilities, producing reliable and secure systems across the RAQ workforce. Staff were educated in being cyber-aware and overall IT literacy for managers and staff improved.
The WAN Renewal project delivered improved data communication performance, better connections, increased bandwidth, and a back-up connection for each of our (25?)* venues across Queensland. Staff noticed faster connection speeds and increased responsiveness. Free Wi-Fi was made available in all venues, supporting our clients and responding to their accessibility needs.
Phase 1 of the Data Strategy project was completed, with a suite of new reports made available to operational leadership staff. Quality, consistent data is now easily accessible, reducing manual data management, analysis, and reporting. This data can now be used by RAQ to improve existing processes, services, the client experience, and to unlock the new opportunities for growth.
RAQ’s online offerings were increased through the Digital Communications Foundations project, with a collection of digital tools aimed at First Nations Peoples produced by First Nations owned and operated creative agencies. The culturally informed digital tools will be used to facilitate conversations and educate clients, and demonstrate RAQ’s commitment to engaging First Nations Peoples in all our work. Staff feedback has been overwhelmingly positive.
The Customer Relationships Management (IRIS) project grew from the need to provide an updated, technologically driven, client focussed system. The organisation successfully completed the mammoth task of training 423 staff members in the new system, with feedback indicating that 74% of trainees were confident to switch over to IRIS. We value the expertise of our staff, so Super Users were trained and empowered to support their colleagues. The organisation encouraged and supported staff to explore self-help options to promote resilience, self-reliance, and increased knowledge among all.
When fully integrated with Twilio Flex, IRIS will provide a “single pane of glass” for staff, improving efficiencies within our client contact centre and allowing for smoother client interactions across RAQ. Excitingly, IRIS will also include webchat, email and SMS capabilities, displaying our client focussed value of accessibility for all.
The Telephony and Workforce Management project identified the need for an updated telephony system to support modern online service delivery through our contact centre. The voice channel, Twilio Flex, went live in March 2022 and the benefits were immediately observed. Answer rates increased by 20%, and there have been multiple instances of a 97% answer rate, showing we are there when our clients need us most.
The workforce management system, Calabrio, was implemented not long after and brought with it increased scheduling capability and visibility. Coming up, Twilio Flex will be fully integrated with the new Customer Relationship Management system IRIS, providing an omnichannel experience and giving our clients access to our services anywhere, anytime.
2022-23 will be an exciting time in our business transformation, launching the Client Digital Experience project to re-skin the RAQ website and add additional functionality, and kicking off the SharePoint project to position RAQ in line with contemporary and technologically innovative organisations.
As we steadily progress towards a new way of working that better supports both our staff and clients, guided by our five-year strategic plan and organisational values, we will keep growing and adapting in ways that create better outcomes for all Queenslanders.
We interviewed Client & User Experience Specialist, Marina Tolic, on our new telephony system, Twilio Flex
How does it feel to see Twilio Flex up and running after all the work that was put in?
"After months of discussions, iterations, Interactive Voice Response (IVR) message recording, user acceptance testing, and leadership and team member training, Twilio Flex went live on March 16, 2022. It was such an exciting day to switch the lines over knowing our first client would hear our brand new IVR messages with the voices of our team. Clients were presented with the option of virtual hold, where they would retain their place in the queue and a team member would call them back, and the option to find answers on our website even while waiting to have their call answered. In addition to a more positive client experience, it was fantastic to hear our people answer their first calls and report how easy and intuitive the system is to use."
Where have you seen the most impact?
"As we have implemented the voice channel as Phase 1 of the Twilio implementation, most of the impact has been observed in our answer rate. We have seen a steady 20% increase in our answer rate over the last quarter. Family Relationship Advice Line (FRAL) first point of contact (FPOC) has seen unprecedented answer rates with a steady 85% answer rate over the last two months. We have seen multiple instances where we had a 97% answer rate, which are figures we have rarely seen before on this line. This may be a result of having a virtual hold option as well as improved IVR messages and hold music."
What are you most excited about looking forward?
"The team has been incredibly positive about Twilio Flex and all have reported how straight forward and simple the platform is to use. I’m on the edge of my seat for our Twilio integration with IRIS to be complete and the build out of additional channels such as webchat and email. Upon integration with IRIS, Twilio will be able to automatically search for the client phone number before our team member even answers the phone, allowing them to create a smoother client interaction. I’m looking forward to the capacity to send SMS messages and emails to clients and automate some of our note taking, meaning our team members can focus less on process and more on client experience. The team is also very excited to see the full benefit of the move to the new platform over the coming months."
Why was bringing in Twilio Flex so important?
"Twilio Flex allowed us to take a step into the future of where we want to be as an organisation. Rather than telling our clients how they can engage with our service, we will allow them the freedom to choose how they want to reach out. Developing additional channels may mean people who are contemplating seeking help are more likely to do so. Making the process easier means we may speak to them sooner, resulting in more positive outcomes and increased responsiveness to our client needs."
Is there anything else you'd like to say about the project?
"I’m incredibly proud to work at RAQ and particularly within Virtual Services at such an exciting time. I want to thank every member of the Virtual Services team for the trust and adaptability they have shown. The last financial year alone has seen Virtual Services change three major platforms they use every day – FRAL Knowledge Hub, Twilio, and Calabrio and IRIS is still to come! Despite all this change in such a short time, the quality of service they provide has not waned."
Built with Shorthand