In 2016 survey of Information Technology (IT) in local councils less than 40% of business representatives reported that IT made a positive impact on operational outcomes of their councils. Reasons vary, but the story is the same - IT teams develop strategies, deliver projects and do a lot of improvements, but benefits are not as great as originally expected.

Conventional approaches to monitoring IT progress make the issue worse as they reinforce narrow objectives and narrow vision. 'Blind spots' conceal the early stages of benefits erosion.

To lead to a greater impact, subscribe to the 2017 ICT SCAN. This annual assessment of ICT is based on industry trends and peer comparisons and serves as a touchstone to show if the intended results of ICT effort hit the mark.

There is too much at risk hinges on ICT. Contact service@tech-indicators.com or +61 2 9879 7115 to receive sample ICT SCAN dashboard.

Bring your community together this Australia Day with the Australian Citizenship Affirmation

Each year on 26 January citizenship ceremonies are held across the country to welcome over 16,000 new citizens to the Australian community.

Get the crowd involved by including the Australian Citizenship Affirmation in your Australia Day citizenship ceremony. The Affirmation is a short declaration based on the Australian citizenship pledge that gives all event attendees an opportunity to affirm, or perhaps reaffirm, their loyalty to Australia, along with our newest citizens. It’s a simple addition to a citizenship ceremony and is a wonderful way to bring the whole community together to celebrate our shared values on Australia Day.

To make it easy for you, we have developed affirmation cards that can be placed on seats or handed to guests as they arrive at your event. Visit australianaffirmation.org.au for more information and to order these resources free of charge.

Plan Now for 2017: Get your Contact Centre Report

With the rapid pace of change set to continue to transform service delivery in the coming years, contact centres will need to continue to evolve to remain relevant in a changing and competitive marketplace.

So what does 2017 and beyond hold for contact centres?

Ahead of Contact Centre Week 2017, taking place 22-24 February on the Gold Coast, we caught up with five different contact centres across Australia to find out the core areas they are each focusing on to prepare and create the contact centre of the future.

Download the 20+ Page Contact Centre of the Future Report Here

In this report, you can learn more about how:

• Energy Australia is introducing self-service to create a seamless customer experience
• Qantas Loyalty is understanding the entire customer journey to create meaningful customer interactions
• AMP is leveraging data and analytics to create a personalised customer experience
• The Australian Taxation office is encouraging smarter interactions with customers
• Teachers Mutual Bank is scaling their contact centre to become digitally led
• And much more

Interested in finding out more?

View the Contact Centre Week 2017 event guide to see the full speaker line-up and session outline.

Treating Crash Locations
Join us for an online training series January 2017 - March 2017

ARRB is proud to present a six-part online learning series on the investigation and treatment of sites where crashes have occurred. This activity is an integral part of a road agency’s road safety strategy, having been in effect and further developed since the 1980s in many developed countries around the world.

The course will discuss the identification of crash sites using local criteria and their investigation using a time honoured 'step by step' process. Causation and contributory factors are identified, which enables the pertinent countermeasures to be determined and tested for their appropriateness.

Students will also learn what guidance and resources are available, including the long standing, but recently revised Austroads Guide to Road Safety Part 8: Treatment of crash locations.

The course consists of six weekly live webinar sessions. Sessions are also recorded and recordings are provided immediately following the session for those who perhaps can’t make it to every session. Each session is practically focused, containing real life case studies and examples, and has a component to be completed back in the workplace and this may involve a short quiz, activities, reading materials and participation in discussion boards online.

https://www.arrb.com.au/Information-services/workshop-seminar-details.aspx?id=217