Territory Stories

TIO MAC Report Statement of Corporate Intent 1 July 2008-30 June 2009

Details:

Title

TIO MAC Report Statement of Corporate Intent 1 July 2008-30 June 2009

Other title

Tabled paper 541

Collection

Tabled papers for 11th Assembly 2008 - 2012; Tabled papers; ParliamentNT

Date

2009-10-19

Description

Deemed paper

Notes

Made available by the Legislative Assembly of the Northern Territory under Standing Order 240. Where copyright subsists with a third party it remains with the original owner and permission may be required to reuse the material.

Language

English

Subject

Tabled papers

File type

application/pdf

Use

Copyright

Copyright owner

See publication

License

https://www.legislation.gov.au/Details/C2019C00042

Parent handle

https://hdl.handle.net/10070/280445

Citation address

https://hdl.handle.net/10070/416074

Page content

2 KEY CORPORATE STRATEGIES Corporate Strategy Activity Commentary Success Customer Service Culture Although the corporate project was put on hold as a result of the change in strategy, customers will continue to be at the forefront of our business. 2008/09 initiatives directly related to improving the customer experience were: Development of an organisational purpose Banking product simplification Customer facing process simplification Internal customer charter for Insurance; encompassing claims, underwriting and brokers Distribution review - meeting the customer needs with increased functionality & re-focus of resources Process improvement will have a continual business focus. In 2008/09 the key initiatives were: Customer process simplification MAC claims automation Automation of the MAC accounts payment area Administrative process improvement in insurance filing and travel arrangements Claims automation commenced in Workers compensation Insurance broker process change increasing new business and strike rates With a market size of the Northern Territory, true customer segmentation is not feasible. Apart of the strategy review of our products and services we sort to clearly understand markets and focus on core business e.g. removal of personal loans and commercial products and services from sale. O Business Process Improvement Customer Segmentation


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