Podcast
Questions and Answers
What did the Deputy Lord Mayor, Mr Nicholas Reece, do to show respect to Australia's indigenous heritage?
What did the Deputy Lord Mayor, Mr Nicholas Reece, do to show respect to Australia's indigenous heritage?
- He omitted any mention of indigenous heritage
- He greeted everyone in the native language (correct)
- He only acknowledged the traditional owners of the land
- He spoke in English throughout the morning session
What was a key characteristic of Australia's government institutions during the COVID-19 pandemic?
What was a key characteristic of Australia's government institutions during the COVID-19 pandemic?
- Evidence-based and rational decision-making (correct)
- Decentralised and uncoordinated decision-making
- Lack of transparency in decision-making
- Rapid and impulsive policy changes
What was a unique aspect of Victoria's vaccination and medical sites during the pandemic?
What was a unique aspect of Victoria's vaccination and medical sites during the pandemic?
- Only citizens were eligible for vaccination
- ID requirements were strictly enforced
- No ID requirements for both citizens and non-citizens (correct)
- Only medical sites were available
What did the Deputy Lord Mayor emphasize as crucial in managing public dissent?
What did the Deputy Lord Mayor emphasize as crucial in managing public dissent?
What did the Deputy Lord Mayor urge the audience to do?
What did the Deputy Lord Mayor urge the audience to do?
What was the focus of Tim Dawson's presentation on service design?
What was the focus of Tim Dawson's presentation on service design?
What tool was developed to enhance customer experience in the City of Melbourne?
What tool was developed to enhance customer experience in the City of Melbourne?
What was a key aspect of the customer-centric approach presented by Tim Dawson?
What was a key aspect of the customer-centric approach presented by Tim Dawson?
What is the primary goal of the customer service organisation?
What is the primary goal of the customer service organisation?
Why do analogue channels score higher in customer satisfaction?
Why do analogue channels score higher in customer satisfaction?
What is the main challenge in understanding customer preferences and satisfaction trends?
What is the main challenge in understanding customer preferences and satisfaction trends?
What is the purpose of refreshing the customer charter?
What is the purpose of refreshing the customer charter?
What is the benefit of adopting a human-centered approach in service design?
What is the benefit of adopting a human-centered approach in service design?
What is the role of empathy maps in service design?
What is the role of empathy maps in service design?
What is the outcome of the absence of a 'helpful human handoff' in digital services?
What is the outcome of the absence of a 'helpful human handoff' in digital services?
What is the purpose of integrating new technologies in service design?
What is the purpose of integrating new technologies in service design?
Study Notes
Morning Session at City of Melbourne and CityLab
- Deputy Lord Mayor, Mr Nicholas Reece, greeted everyone in the native language, showing respect to Australia's indigenous heritage and acknowledging the traditional owners of the land.
- He highlighted the similarities in government stability between Singapore and Australia, emphasizing the strength of Australia's government institutions characterized by evidence-based and rational decision-making during the COVID-19 pandemic.
- Victoria implemented innovative measures during the pandemic, such as food voucher systems, logistical coordination centers, and vaccination and medical sites without ID requirements for both citizens and non-citizens.
- Over 300 days of lockdown were endured, demonstrating adaptability and resilience in challenging times.
- Mr Reece acknowledged the challenges in managing public dissent against prolonged lockdown policies, emphasizing the importance of direct communication and attentive listening to public concerns and frustrations.
Presentations by Head of Innovation Practice and Manager of Customer Contact Operations
Customer-Centric Approach to Service Design
- Tim Dawson emphasized integrating empathy into service design within the City of Melbourne, aiming to enhance customer experience by understanding various customer archetypes and developing tools like empathy maps.
- The goal is to establish a unified customer service organization delivering a singular, emotionally understanding experience, fostering trust among citizens through meaningful engagements.
Preference for Digital Channels with Human Assistance
- Tim Dawson shared the challenges of understanding customer preferences and satisfaction trends for both digital and analogue channels.
- Digital channels are preferred for their simplicity, but analogue channels score higher in customer satisfaction due to their timeliness and ease of use.
Bridging Gaps in Service Delivery
- Gavin Josef discussed efforts to bridge gaps between analogue and digital channels, emphasizing customer-driven service design, integration of new technologies, and refreshing the customer charter through comprehensive officer training.
- The absence of a "helpful human handoff" in digital services complicates user experience, prompting initiatives for future enhancements and CRM integration to unify customer contact.
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Description
A quiz about the morning session of City of Melbourne and CityLab, featuring a speech by Deputy Lord Mayor, Mr Nicholas Reece, highlighting respect for indigenous heritage and government stability.
