IT service management (ITSM) is the cornerstone of productivity and organisational management. It is a process that an organisation can leverage in solidifying the connection between its IT processes, its customers and the company itself. However, there are three sensitive elements that are typically behind the failure of the ITSM integration:
The increasing demand for digital transformations across all sectors has made it extremely difficult for organisations to continue to follow traditional business strategies. Fundamental shifts in the way customers deal with vendors have occurred and businesses are realising the need to adapt accordingly to function correctly. When implementing a digital transformation, the following areas of a business should be prioritised and improved:
In most businesses, customer service (CS) has long been considered a cost centre, or a department which provides no direct profit to organisations. This is due to the fact that while operational metrics are easy to calculate and are well defined, it is difficult to accurately calculate CS return on Investment (ROI). It factors in many abstract and intangible elements which change based on the organisation's nature.
However, a report on ROI of Customer Service and Customer Experience reveals that CS should not be classified as a cost centre because the proper use of the right software can increase a business's ROI. Agile CS software, such as Giva's eCustomerService can achieve this by:
Increasing first contact resolution (FCR) to decrease contact centre costs
This allows organisations to minimise their customer support expenses by lowering the number of follow-up calls, emails and messages.
Improving employee productivity by empowering them to decrease their average handle time (AHT)
Fast and agile CS software allows agents to seamlessly move through the necessary operations and reduce their AHT and support costs.
Reducing agent related support by developing useful self-service options
Well-integrated knowledge bases such as FAQs drive efficiency and help decrease incoming calls and accelerate ticket resolution.
Minimising agent training
The simplicity of software such as Giva's eCustomerService make on-boarding CS employees fast and easy and allows them to stay up to date with new changes and updates real-time.
Not only does deploying Agile software improve efficiency, but it also makes generating a revenue possible. Empowering an organisation's staff through flexible and reliable CS software plays a key role in improving the business's FCR, AHT and other efficiency metrics. Additionally, it increases a customer's spending in an establishment, cements customer loyalty and makes expanding a customer base more feasible. Customer service is not only a way of making customers happy, rather it indirectly functions as a marketing scheme through word of mouth.
The spread of healthcare technology in Australia is quite evident. Both the public and private sector are developing new technological innovations at a fast pace. With that comes many challenges and threats that organisations must learn to overcome using creative and efficient solutions. The following is a list of healthcare IT summits and conferences happening in Australia in 2019:
2018 was an eventful year for cyber security in Australia. The Notifiable Data Breach Act was enforced early on in the year and the My Health Record Act was amended to introduce stricter and more detailed regulations. In order to update security professionals on new developments in the industry, Giva has compiled a list of upcoming cybersecurity events in Australia during 2019:
Customer service (CS) and data security are two equally important aspects of any successful organisation. While a great customer experience (CX) will bring in more foot traffic, no amount of "wow" experiences and smiles will restore a customer's trust in your security capabilities once it is broken. This brings about the difficult discussion of choosing between prioritising CS or data security. But while many mistakenly believe that one must be compromised for the sake of the other, the reality is quite different. Organisations should consider data security to be a part of their CS and find a way to reach a solid middle ground in both areas. Good CS and strong data security are not mutually exclusive so long as an optimum balance is achieved between the two.
Most companies have come to terms with the importance of cyber security. Healthcare organisations are proactively adopting new and improved security measures in anticipation of any incoming attacks. But how long can such measures hold against evolving threats? And are they scalable in nature?
The Australian My Health Record initiative is expected to take off in early 2019. Australians have been given until 31 January 2019 to opt-out before an account is automatically created for them. But, while this provides patients and healthcare providers with a more convenient way to manage and share patient data, it also raises many controversial privacy concerns. A significant issue that is expected to arise is the increase in privacy breaches. This is a result of employee negligence or spying, leaving electronic health records (EHR) vulnerable to illicit access.
The Australian Government is in the process of transforming its My Health Record initiative from an opt-in to an opt-out one. Initially, the Australian Digital Health Agency had given people until mid- October to opt out before an account would be automatically made for them, but heavy backlash has prompted the Federal Government to amend the My Health Record Legislation and introduce stricter and more detailed regulations regarding patient records.
The Australian Digital Health Agency (ADHA) has given Australians a three month period to opt out of having their health records go digital. The time window began 16 July and ends 15 October. It is reported that most Australians will have electronic access to their My Health Records towards the end of 2018 if they do not withdraw their participation.