Stay the Course in a Dynamic Environment

1. Stay the Course in a Dynamic Environment Brent Ludlam Voice Network Manager Ministry of Social Development August 2012

2. Who are we ? • Largest Govt Department in NZ • We are the lead “Social Services” agency • The Ministry is organised into ten different business groups, each within one of three clusters, each group is headed by a DCE. Some of the groups deal mainly with internal staff support. Others deal predominantly with supporting for our clients • Approximately 30% of all New Zealanders are our clients, but we touch 75% of all New Zealanders in one way or another • Our Client Services include • * 0 - 17 yrs “Child Youth & Family” delivers child/family welfare support (24/7- 911 type service) • * 16 – 65 yrs “Studylink” delivers student loans and support services • * 18 - 65 yrs “Work & Income” delivers benefit payments to the unemployed, • medical/sickness and accomodation. Also provides job search services • * 65+ yrs “Seniors” delivers superanuation benefit and services • * 10+ yrs “Families” delivers critical support sevices for those in need (suicide line) • * Whole of life services also includes the “Govt Emergency Line” • We pay out $13 Billion each year in benefits

3. Who are we ? • Our vision: • an inclusive NZ where all people are able to participate in the social and economic life • of their communities • Our purpose: • we lead social development to achieve a better future for all New Zealanders • Our principles: (MSD People) • * put people first • * team up to make a bigger difference • * act with courage and respect • * empower others to act • * create new solutions • * are “can do”, and deliver • * honour achievement • Above all, we do the right thing for New Zealanders

4. Who am I ? Brent Ludlam: Voice Network Manager, Infrustructure & Services Over 35 years experience in voice technologies both in the private and public sector My role: * 3rd Level Operations Manager for all voice / mobile / video telecommunications technology such as: IP Telephony - 10,000 staff IP Contact Centres - 2000 CSR’s Mobile phones - 6,000 + Video endpoints - 50+ * Enterprise voice Architect * Solution design Architect * Integration design Manager * Pre sales Manager to internal business groups * Project Manager * Vendor Manager Main Operational KPI: * Keep the Ministry out of the paper (voice solutions specific)

5. How to Maintain Customer Experience in a Dynamic Environment Six “Basic IT Transformation Principles” to follow (just keeping the lights) 1) Planning well in advance (get it Right First Time) 2) Having infrastructure to test with 3) Write “complete” test scripts 4) Test, test and tripple test…. (changes should be “smoke & mirrors” to customers) 5) Have strong change control “CAB” practices and include: 6) Have a simple and quick rollback plan. (don’t be afraid to use it) If implementing NEW services / features follow the same 6 principles above, but include a “limited” customer POC / Trial with the following additional principle 7) “Softly, Softly” approach.. Opt in as opposed to Opt out…. gage the customer experience carefully…Govt intitives can be stressful enough for our clients Above all, do the right thing for New Zealanders….our clients

6. How to Maintain Customer Experience in a Dynamic environment Questions? Thank you