THE PROJECT
The Digital Roadmap is guided by the strategic goals of the organisation to deliver a consumer centric, digital accessibility first approach.
It will enable customers to access products and services from one central point, regardless of the device they’re using. Focusing on he entire customer funnel, from acquisition to retention, will be delivered over 6 major milestones (Implement CDP & CMS, Deliver a personalised DSW’s hub, Introduce a loyalty program, Add clients and products and services to the DSW hub, deliver a self-service portal & AI driven Voice assist and chatbots.)
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 |
Digital Roadmap – Milestones
Phase 1
Milestone 1
This is the foundation for the future milestones. Its about implementation of a customer data platform and a content management system to develop a single customer view.
- Introduce Content Management System (CMS) & Customer Data Platform (CDP) infrastructure that will collect and organise the data across multiple touchpoints.
- Provides a Single Customer View
Milestone 2
This is all about building value with our amazing front line staff. So we will be working on creating a personalized portal for Disability Support Workers so they can access all they need to perform their role on any device , while they are on the go. This portal will will enable DSW’s to access their work related materials such as rosters, IonMY and LMS.
- Delivers a personalised hub for Disability Support Workers that can be accessed regardless of the device they’re using
- Enables DSW’s able to access work related applications (IonMY & LMS) with Single Sign-On ability
Milestone 3
This is loyalty programs and driving as much value to our customers and rewarding them for their actions like purchases , reviews, referrals and years as customer. This is where we solely focus on building the trust and relationship with us.
- Introduce a Loyalty program to our online B2C shoppers
Technologies
We are going to use and develop along the project in order to achieve our goals.
