Customer-focused industry regulator: It doesn’t have to be an oxymoron
It’s not often that you hear the words ‘Industry Regulator’ and ‘Customer-Focus’ in the same sentence. In the case of the Queensland Building and Construction Commission (QBCC), that’s exactly what has been achieved with the re-design of their Dispute Resolution service.
For QBCC, resolving disputes between builders and home-owners is one of the most significant and critical activities that they undertake. Each year they investigate over 4000 disputes regarding defective work, seeking a satisfactory resolution for the parties involved, while maintaining the integrity of the Queensland building industry.
The re-design of the QBCC Dispute Resolution service improved staff and customer experiences, while delivering significant efficiencies to the organisation. Just as important, this project helped to introduce a culture of customer-focus, and established a core team of staff – the ‘Building Better Services Team’ (BBST) who have the capability to apply learnings to future service design.
The project involved the application of 3rdView’s Customer-based Design methodology, in conjunction with the implementation of Salesforce and other technology. At the same time, the QBCC was undergoing major cultural transformation in response to a recent parliamentary inquiry.
Any project of this size and significance comes with plenty of learnings about the organisation, the individuals and the approach. This presentation will share learnings about:
- Culture: The importance and impact of organisational and project team culture
- Customers: The power of engaging internal and external customers in service design, and risks of ignoring them
- Capability: The value and challenges of building internal capability along the way
