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This is a Case Study of one of the largest Service Design projects recently undertaken at nbn with its external supply workforce.
This presentation will give a unique insight into what it takes to deliver Australia’s largest infrastructure project, and the challenges behind designing a seamless experience when, being a Wholesale company, it is neither in direct control of selling to the public nor delivering the services itself. nbn has an aggressive rollout timeframe and over the next 4 years suppliers will need to scale operations significantly to meet its strategic target – eight million happy homes by 2020.
There is a cultural shift occurring within nbn – a shift that values collaboration with customers and suppliers. Service design is increasingly adopted across the business to identify strategic and tactical programs of work that improve workforce efficiencies.
The project in which this case study is based not only identified 80 change initiatives but also served as a trial for a new way of working with suppliers.
This presentation will discuss the:
· Factors that led to the cultural shift and establishment of a large scale service design project
· Challenges we experienced and our learnings along the way.
· Techniques we used to enable findings to stick and how we were able to transfer ownership of insights to business owners.