Consultation and ICT Solution for HSS Voice of the Customer

Health Support Services (HSS) plays a critical role within the WA health system by providing a suite of shared procurement and supply, information, and communication technology (ICT), finance, human resource, and payroll services to its customers.

The HSS Customer Experience Business Unit (HSS CX BU) is responsible for customer relationship management and customer experiences across HSS. Customer Experience (CX) undertakes a series of data collection throughout the year to support the improvement of the customer’s experience through insights analysis.

HSS CX currently collects Customer Satisfaction (CSAT) data using a combined solution comprising an off-the-shelf survey tool and enterprise data visualisation software to analyse the collected data.

The current approach has been working well but is resource-intensive and relies on manual processes.

Under HSS’ Transformation Program, Joornanginy, HSS wants to improve CX through the creation of a Customer Experience Vision (Charter) and a new way to measure Customers’ Experience.

HSS is seeking to refresh the CSAT collection method with a mature and expanded approach. The proposed approach is modelled on specific strategic plan actions that seek to better understand customer pressures and needs and uses a collaborative approach to improve HSS’ effectiveness, communication, and the way customers are supported to solve complex problems.

The proposed approach forms the basis of a sophisticated and meaningful Voice of the Customer (VoC) enterprise solution that can automate data extraction, reporting and analysis.