Peter Welling Executive Director VicRoads Registration amp Licensing September 2013 Culture is about followers following followers 1 Deconstruct our thinking on everything People Systems Technology Processes ID: 465612
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Slide1
Kit and Caboodle Customer focused culture change
Peter Welling
Executive Director VicRoads Registration & Licensing
September 2013Slide2
Culture is about followers following
followers
1Slide3
Deconstruct our thinking on everything
People – Systems – Technology – ProcessesSkills of Leaders to create the right environment2Slide4
3Slide5
A day in the
tent -
Marquee4Slide6
Ansett – no happy ever after...
5Slide7
SA Government Experience
Staff Survey sat on the shelf ...
58% of DTEI staff didn't think performance planning process useful 52% of staff thought that poor performance was not managed effectively 6Slide8
“What you can measure,
you can manage”
7Slide9
What the staff said after . . .
Staff survey Feb-11
Personal Learning Agreements 70% understand individual targets 80% understand team targets 84% know how their job contributes to team goals 78% knew what to do differently based on the performance discussion8Slide10
VicRoads – Modernisation through Innovation program
9Slide11
Overview –
VicRoads Registration & Licensing
We manage vehicle registration and driver licensing services for:5.3 million motor vehicles3.9 million driversWe process around 22 million transactions per year through our service delivery channels:41 Customer Service Centres2 Contact centres in Ballarat and Kew
Online services
Mail services
Network of agency service providers, incl. Australia Post, Shire Councils
Revenue collection: $3.9b
Staff number: 722
Operational Expenditure: $142m
10
“Together we deliver the best possible service designed around the needs of
our customers”Slide12
Understand Customers’ needs & wants
What should our service experience be?
Core benefit:
Ability to drive in Victoria and own a safe car
Basic product:
Registration & Licensing
Expected product:
R&L services delivered at exceptional level, i.e. complete & accurate information the first time, delivered with consistent & high quality service
Augmented product:
additional services offered exceeding customer expectations, i.e. (existing) custom plates
Potential product:
future opportunities to transform the offering
Registration & Licensing
Today
Current product offering
Future
Product transformation
Current aspirational
product offering
Service offering transformation
Expanded offering
11Slide13
Make a Connection
Make it Easy
Make a Difference
We understand our customers and design services to their needs
Our services are easy to find, access and use
We think big and deliver realistic solutions
We provide best value services to customers and stakeholders
We are capable and empowered to make a difference
We
use an ‘outside in’ approach, enabling our customers to be participants in service reforms and innovation
We
identify our customers and actively engage with them to fully understand their needs
We
build a picture of how our customers use our services in their day to day lives to help us target services and resources
We
see every customer contact as an opportunity to create a memorable customer experience
We
provide services that are simple, consistent and reliable across all of our channels
We
will provide more digital services and make them so straight forward and convenient that customers love to use them
We
are forward looking and flexible, proactively changing services to meet customers needs
We
deliver services when, where and how customers need them
We
are ‘one workforce’ of multi-skilled teams meeting customer demands across all channels
We
are always learning, we encourage curiosity and the pursuit of new ideas
We
welcome sharing, collaboration and competition to foster innovation
We
are ‘the culture’ of R&L and we go out of our way to make R&L an exciting and enjoyable place to be
Our
culture:
Customer focus, Innovation, Teamwork and Accountability
Strategy
Objectives
So what does this mean…
“Together we deliver the best possible service designed around the needs of our customers”
Vision
We develop and use the right tools, systems and information
Our Customer Centric Vision
12Slide14
Local Government
13
FUN Be there
Make someone’s day
Choose your attitudeSlide15
Some things to consider...
14Slide16
The “
Chaos” and “Control”
of changeCreative Excitement
Heartfelt Commitment
Cheerful Cooperation
Willing Compliance
Malicious Obedience
Rebel or Quit
Choices
15Slide17
Lean Customer Value Tool
List top 5 things that you do that add value to your customers
Compare yourself against competitors – as good, better, worse thanAsk your customer and key stakeholders the same questions...
if you dare
Then implement improvements on the one or two things that matter to you both
16Slide18
ADKAR Model
17Slide19
Key
Learnings
Look after your staff and the customers will follow – know what matters to your staff!Start with win-win – ride the slipstream, it builds confidenceThe first 90 days are the most powerfulIncremental - settle for less than 100%You will get some dents in your armour,
just keep
going
18Slide20
Change Leadership
Clearly define the culture- then become the change
Communicate in their language – listen twice, talk onceFollow up and sustain the changeCreate the right environment for changeCelebrate the success and learn from failures – “followers follow followers”Authentically involve your staff and customers – do it now!Keep going, keep going and . . . keep going
19Slide21
Thank you
20