NBN to spur service delivery overhaul: AusPost

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NBN to spur service delivery overhaul: AusPost

Australia Post has called on service providers to use the National Broadband Network as a reason to collaborate and create a more streamlined experience for dealing with customers.

Speaking at the Realising our Broadband Future forum in Sydney, Australia Post’s manager of corporate development Samantha Hannah-Rankin said it was important for service providers to come together and “look at the generic processes that are part of people’s everyday lives”.

She said it was important that service providers ensured any issues with those processes - now conducted offline - didn’t permeate the online future of service delivery.

“The opportunity exists to put the consumer at the centre of design considerations,” Hannah-Rankin said.

“The key here is to reduce complexity for customers in accessing their preferred channel for service delivery.”

Hannah-Rankin believed Australia was “on the cusp” of a significant shift in the way people conducted transactions in their everyday lives.

“The implementation of the NBN will only accelerate that trend,” she said.

She said consumers managed around 15 relationships with government and commercial ‘service providers’.

“New solutions need to be built on key set of principles, including trust, privacy, security, integrity, usability, accessibility and reliability,” Hannah-Rankin said.

“We need to make sure there is agreement on mandatory security standards that underpin digital confidence.”

Hannah-Rankin said Australia Post was currently “working on a number of solutions” across its business to address future service delivery.

“We’re very keen to work together with a wide range of partners to deliver a truly collaborative solution that will deliver a wide range of economic benefits for Australians,” she said.

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