Customer-focused industry regulator: It doesn't have to be an oxymoron

It’s not often that you hear the words ‘Industry Regulator’ and ‘Customer-Focus’ in the same sentence. In the case of the Queensland Building and Construction Commission (QBCC), that’s exactly what has been achieved with the re-design of their Dispute Resolution service.

Presented by Marie-Claire Grady at Service Design 2016

Transcript

1. Customer-focused Industry Regulator:! It doesn’t have to be an oxymoron! ! Marie-Claire Grady Queensland’s Customer Focus & " Customer Experience Specialists Service Design 2016 Conference © 3rdView Consulting Pty Ltd 2016
2. Service Design 2016 Conference © 3rdView Consulting Pty Ltd 2016
3. Service Design 2016 Conference © 3rdView Consulting Pty Ltd 2016 Customer Share: the parking police Service Design 2016 Conference © 3rdView Consulting Pty Ltd 2016
4. Service Design 2016 Conference © 3rdView Consulting Pty Ltd 2016
5. Service Design 2016 Conference © 3rdView Consulting Pty Ltd 2016 +
6. Service Design 2016 Conference © 3rdView Consulting Pty Ltd 2016
7. Service Design 2016 Conference © 3rdView Consulting Pty Ltd 2016 Regulate [reg-yuh-layt] To control or direct by a rule, principle, method; to put in good order.
8. Service Design 2016 Conference © 3rdView Consulting Pty Ltd 2016
9. Service Design 2016 Conference © 3rdView Consulting Pty Ltd 2016 About the QBCC and the project Service Design 2016 Conference © 3rdView Consulting Pty Ltd 2016
11. Service Design 2016 Conference © 3rdView Consulting Pty Ltd 2016 3.6$ 3.6$ 3.5$ 3.1$ 4.2$ 3.9$ 3.2$ 3.6$ 3.8$ 4.3$ 3.8$ 3.4$ 2.0$ 2.0$ 2.0$ 3.0$ 3.0$ 1.0$ 1.0$ 2.0$ 2.0$ 3.0$ 3.0$ 2.0$ 0.0# 1.0# 2.0# 3.0# 4.0# 5.0# 1.#Strategy#and#planning# 2.#Customer#leadership# 3.#Customer#stories# 4.#Business#systems#and# processes# 5.#Understanding#our# customers# 6.#EvaluaAng#and#improving# the#customer#experience# 7.#Developing#products#and# services# 8.#Customer#feedback# 9.#Customer#interacAons# 10.#Responsibility#for# customers# 11.#RecruiAng#new#team# members# 12.#Reward#and#recogniAon# QBCC$Customer$Focus$Survey$Results$ QBCC#Score# 3rdView#Score# 197 staff! surveys 9 In-depth Interviews 25 document reviews 40+ hours observation
12. Service Design 2016 Conference © 3rdView Consulting Pty Ltd 2016 Lodgment Thought the problem was here… …but it was actually over here.
13. Service Design 2016 Conference © 3rdView Consulting Pty Ltd 2016 Clear guidance on who is eligible to lodge a complaint Questions that are clearly understood by Home Owners Restrictions on 
 providing 
 additional 
 information Requirement to submit 
 all information 
 required Fewer complaints + necessary, sufficient and correct information ! = exponential improvement in time & experience Fewer complaints entering the system (-1000) Accurate information regarding complaint items Limited unrequired information – reduced ‘clutter’ Required documents submitted – reduced follow-ups Enter the correct process in the correct organisation Provide correct information about the issues No waste in providing unnecessary information All information provided, first time ~4500 eligible complaints lodged Saving approx 2 hours/ complaint ! = 9 000 hours Saving ~ 2 hours/ complaint = 2 000 hrs Substantial FTE benefits due to ! reduced re-work & time to resolution! Reduced frustration ! & faster resolution! Home Owners! ~1000 ineligible complaints lodged
14. Service Design 2016 Conference © 3rdView Consulting Pty Ltd 2016 Culture Service Design 2016 Conference © 3rdView Consulting Pty Ltd 2016
15. Service Design 2016 Conference © 3rdView Consulting Pty Ltd 2016 Secure Executive vision and commitment
16. Service Design 2016 Conference © 3rdView Consulting Pty Ltd 2016 Set! realistic! goals
17. Service Design 2016 Conference © 3rdView Consulting Pty Ltd 2016 Build a united! project team
18. Service Design 2016 Conference © 3rdView Consulting Pty Ltd 2016 Customer Engagement Service Design 2016 Conference © 3rdView Consulting Pty Ltd 2016
19. Service Design 2016 Conference © 3rdView Consulting Pty Ltd 2016 Conduct robust research
20. Service Design 2016 Conference © 3rdView Consulting Pty Ltd 2016 Commit to customer connection throughout
21. Service Design 2016 Conference © 3rdView Consulting Pty Ltd 2016 Recycle research with caution
22. Service Design 2016 Conference © 3rdView Consulting Pty Ltd 2016 Capability Service Design 2016 Conference © 3rdView Consulting Pty Ltd 2016
23. Service Design 2016 Conference © 3rdView Consulting Pty Ltd 2016 Build internal capability
24. Service Design 2016 Conference © 3rdView Consulting Pty Ltd 2016 Recruit ! internal staff for ‘mindset’
25. Service Design 2016 Conference © 3rdView Consulting Pty Ltd 2016 Integrate methodologies & approaches
26. Service Design 2016 Conference © 3rdView Consulting Pty Ltd 2016 Culture Customer Engagement Capability
27. Service Design 2016 Conference © 3rdView Consulting Pty Ltd 2016
28. Marie-Claire Grady marie-claire.grady@3rdview.com.au 0409 055 091 Queensland’s Customer Focus & " Customer Experience Specialists Service Design 2016 Conference © 3rdView Consulting Pty Ltd 2016