Governments leading the way in executing innovation

TRANSFORM CUSTOMER SERVICE

THE CHALLENGE

A major service challenge every government department faces is how to get data requests to their customers faster. Processing data requests usually take days and sometimes weeks. This may be because the information lives in many different places and is often hard to find when needed. It relies on individuals to process orders with their expert knowledge. It is also because the data is usually stored in complex databases and spreadsheets that aren’t easily accessible. 

THE SOLUTION

We take this workflow and streamline it so your customers get their results in seconds. We do this using the power of your data combined with mapping technology. What your customers see is your data in an intuitive and accessible interface. This lets them get what they want when they want it leaving your staff to focus on more complex requests they can now do faster with the same interface.

nsw department of planning

UNLOCK YOUR DATA POTENTIAL

THE CHALLENGE

Open Data will allow us to become smarter, do things faster and add value for our customers. One thing is clear, everyone is talking about how data is the vehicle for disruption and innovation. However, for many, the challenge is how do extract value from this data? Here is what we hear from customers:-

” I have to comply with the Open Data policy but I don’t know where to start”

“I have a lot of data but how do I make it accessible to others? It lives in PDFs, spreadsheets and various databases”

“I am not even sure who is looking after the data and where to begin to find it”

THE SOLUTION 

The first step is Data Discovery. It is a way of uncovering all the data in your organisation. We go through a process of finding the data, where it lives and what form it takes. We then order, arrange and store the data in such a way it becomes evident how it can be made useful to others. We can then use mapping technology to visually represent the data and make it available to internal staff and external customers. In fact, much of open data is map based, so why not use a map to provide access to it (70% of datasets available on data.gov.au are spatial, Source: Turnbull open data speech).

We recently completed a complex open data project for the Department of Water in WA which means they can now successfully make their data available and useful to the world and participate in the Open Data policy.

“Using the Water Information Portal, we went from a turnaround time of 10 days to a few minutes…”

Lindsay Preece, Manager, Water Information and Modelling, Department of Water, Government of Western Australia. 

Western Power to develop Network Capacity Mapping Tool (NCMT)
department of water case study
sydney olympic park road closure app

CASE STUDY : WESTERN POWER

THE PROBLEM

Western Power wanted to provide its customers with accurate information for feasibility studies and cost estimates quicker than they were currently getting the information. Their customers such as land developers wanted information so they could plan for the power requirements in a particular area and quickly identify potential capacity constraints on future developments.

THE SOLUTION

We worked with Western Power to develop the Network Capacity Mapping Tool (NCMT) – a geospatial map viewer built on Google Maps. NCMT was developed in collaboration with the Department of Planning and the Western Australian Planning Commission.

NCMT provides Western Power customers with the ability to quickly and easily access live and accurate data helping them expedite their planning process. Users can see what the current capacity of the network is and planned capacity up to 2030. The tool covers the entire footprint of the network’s 250,000 square kilometres. NCMT is used daily by commercial operators and community groups for community engagement and consultation. It is used regularly for evaluating engineering constraints for potential or proposed developments.

CASE STUDY : DEPT OF WATER

THE PROBLEM

The Department of Water wanted to enhance their customer service. They knew the current process of responding to customer requests took too long. It involved manually extracting information which proved to be very time consuming. We were able to completely re-engineer the workflow by organising the data and making it accessible using spatial technology.

THE SOLUTION

The solution used a combination of mapping and traditional database technology to provide a simple, usable data interface. The interface is available to staff for updating and processing customer service requests. More importantly, it is also available to the public through a webpage where you can easily find the water information instantly.

“WIR [Water Information Reporting] has been a big success from the day it was launched and has been consistently processing twice the number of water data requests than the previous manual system”, Lindsay Preece, Manager, Water Information and Modelling, Department of Water, Government of Western Australia. 

CASE STUDY : SYDNEY OLYMPIC PARK

THE PROBLEM

The Sydney Olympic Park hosts many events through the year. The Sydney Olympic Park Authority (SOPA) wanted to make it easier for people to get to the events but also let road users know which roads were closed ahead of time.

The data already existed and it was even available on the SOPA website, but was in the form of text and PDF maps. It was hard for most users to access this information.

THE SOLUTION

We used Google Maps to build a dynamic public web app. This allowed users to find out which roads were closed on what dates on a map. It also showed facilities such as parking and toilets available in the venue. Secondly, an admin portal made it easy for the staff to change and communicate the road closures by feeding it straight into the app. This resulted in:-

  • Time and cost savings: by avoiding PDF map production for every road closure
  • Delighted customers: by giving them accurate up-to-the-minute road closure information on customer mobile devices allowing users to make timely and informed journey decisions.
  • Informed customers: by showing points of interest such as venues, parking, toilets, eating places, with links to their websites for further info all in a Google Map interface.

What their customers say >>>

“Our stakeholders have instant access to authoritative network data for existing capacity and status and forecast capacity”

Avril Thomson, Associate at Cossill & Webley Consulting Engineers

“What I like about the tool is the ease of access; the data is up to date. It has grown to be a primary tool” 

Michael Clifford, Manager Electrical for JDSI Consulting Engineers

We can provide for you a no cost open data or digital strategy health-check.

We will come up with ways in which you can take advantage of your digital assets and use it as a momentum for change.

Book your 1 hour free diagnostic service using the form below.