TIO MAC Report Statement of Corporate Intent 1 July 2008-30 June 2009
Tabled paper 541
Tabled Papers for 11th Assembly 2008 - 2012; Tabled Papers; ParliamentNT
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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