Develop a strategy to better understand the customer journey and introduce a single customer touch point that delivers customised services – in a streamlined, efficient manner.

Digital transformation, product and service rationalisation, content regeneration, integration of IoT, social, CRM/automation and advanced analytics platforms to deliver vital business services across multi device interfaces, providing reporting and visualisation dashboards for insight and continuous improvement.

As a result, the business area of the department became one of the first to develop and deploy IT technologies that genuinely enhanced the customer experience while improving workflow in an accountable manner.

Other outcomes included 30% increase in leads averaged across all platforms, 40% increase in business conversions from the 2011 benchmark and $200M in business economic benefit.