Innovative customer communication recognised
12 october 2007
A new approach to communication by the Department of Labour been recognised at the TUANZ Innovation Awards, Workforce Deputy Secretary Mary Anne Thompson said.
The Department has been awarded the TUANZ Local and Central Government Award 2007 for its Proactive Client Communications project.
The project involves generating personalised texts and emails to customers to provide immigration information relevant to their situation. This could include permit expiry reminders, policy and fee change notifications, notices for immigration agents and information about work opportunities.
It is led by the Department’s iBranch, which was established in 2006 to test new innovations and technologies in order to help the Department work better.
“There are a range of benefits from this communications approach, – it’s a fast, effective way to make personal contact with people about their situation. It means the Department can update customers quickly on changes to policy or other important information,” Ms Thompson said.
“In fact, the Department is the first immigration service in the Asia-Pacific region - and possibly the world - to use such a communications approach.
“Customer feedback on this approach has been phenomenal – since November 2006, the Department has received over 5,000 compliments or messages of thanks about this service,” she said.
TUANZ (Telecommunications Users Association of NZ) has over 500 corporate members, representing a cross-section of the major business users of telecommunications.
The Awards recognise and reward innovation in telecommunications, for products or services delivered electronically and originating/provided in New Zealand.