Project Summary
You made it till the end! Last but not least is to talk about our Digital Roadmap Project, please give it a read and let us know your thoughts!
Objective and Scope
The objective of this business case is to deliver phase 1 of a Digital Roadmap to establish the internal team, underlying architecture, and applications which, following delivery of phase 2, will provide a new competitive advantage and improve the value proposition through developing the base infrastructure to leverage and transform existing assets.
| Milestone | Deliverable | Measure |
| Single customer view | Integrations & infrastructure to support a golden customer record | Maintain e-commerce conversion rate = / > 15% for a period of 12 months following deployment Develop a baseline measurement for % of IA customers engaging across multiple lines of business and customer profile to develop a better understanding of the ‘Independence Australia customer’ for product and service |
| DSW Portal | Portal for personalised comms | Increase engagement with the Disability Support Worker segment by at least 10% click through rate on email sends six months post final milestone delivery |
| Customer digital hub | Basic digital hub for community solutions customers | Develop a baseline Customer Satisfaction measurement for Community Solutions clients Develop a baseline measure of time to resolution for online Community Solutions client requests |
| Loyalty Program | Integrations and base infrastructure for loyalty program | Drive awareness of all Independence Australia business lines to a minimum of 2000 targeted prospective customers within 6 months of delivery Increase online health solutions repeat customers by 1.5% within 12 months of delivery |