Case Study – Improving customer experiences
Although online lodgements have reduced approval timelines, there are still further online efficiencies to be gained. One of these is to reduce burdens customers might experience in using DMP’s online lodgement and information systems. The department has embarked on identifying its main customer groups and learning of their experiences in using the online lodgement and information systems to enable DMP to undertake refinements of these systems.
Some of the comments from stakeholders included “the staff are always helpful and committed to solve any problems we have as quickly as they are humanly able to do it”, there were other customer experience issues raised including:
- Customers have to be proficient with a number of different systems to complete their tasks.
- DMP systems are difficult to use and significant investment is required to be trained in their use.
- Customers must adopt certain (non-preferred) operating systems and browsers in order to use DMP systems.
Although DMP’s website and the online systems allow customers to transact, the issue for DMP’s stakeholders is a design matter. The department needs to focus on the design and structural elements of its website and online systems to ensure that they are easy to use, intuitive, and informative.
