Review and uplift customer care technology

Initiative Outline

Problem statement

How might customer care technology be modernised to enhance user experience, reduce friction and improve internal efficiency?

Scope

This will involve exploring factors such as: 

• Capturing better data and analytics to help the Department plan and continuously improve processes.
• Reducing repeat queries to improve customer satisfaction and reduce frustration.
• Making getting help easier and quicker to speed up application and approval processes.
• Enabling self-service functions and real-time ticket tracking.
• Employing AI to improve efficiency and responsiveness across platforms.

Please note that the scope may be adjusted. Any changes will be communicated accordingly.