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Customer Service and Support |
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- Far North District Council
- joint project with another consultant, customer service and call centre review - 20 days. - Parliamentary Counsel Office
- reviewed requirements for IT support during and after implementation of a new on-line system - 15 days. - Land Information New Zealand (LINZ)
- reviewed the First-Point-of-Contact centre structure and operation - 20 days. - Christchurch City Council
- interviews with 12 organisations to establish conclusions about some NZ approaches to IT outsourcing - 6 days. - TelstraSaturn
- review of options for providing SAP system support in-house or outsourced - 5 days. - Land Information New Zealand
- project managed review of end-to-end support for LINZ Land-on-line system, including 40 interviews with stakeholders and service providers - 20 days. - Eftpos New Zealand
- assisted management team to focus on and successfully resolve issues affecting fundamental call centre performance - 20 days. - Christchurch City Council
- six internal customer workshops with a local KPMG director and CCC IT management to identify key customer service issues. - NZ Defence Force
- assisted consultant on an SAP outsourcing project with workshop facilitation, interviews and analysis of existing arrangements. - Budget Rent-a-Car
- reviewed resources against the programme of future projects and existing sourcing contracts. - Land Information New Zealand
- worked alongside members of the Geodetic Survey unit to design a robust outsourcing process, and developed the RFP document. - KPMG Asia Pacific
- coordinated a project aimed at establishing a consistent professional services image for KPMG in the Asia Pacific Region - included an office image survey, using the services of an external image consultant, a telephone service survey covering eight countries, and the development of region-wide frontline service standards. - Inland Revenue
- team member in large IT service delivery project.
- worked on a second phase project for the outsourcing of IT support services, including RFI and RFP.
- involved in liaison with employee representatives and contributed to the development of an appropriate HR strategy for affected staff. (This project was about 75% of my time for 17 months).
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