Assignments . . cont’d

The Navigator Company

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Assignments

EDR / Ombudsman Schemes

Continued from previous Assignments page.

To contact us:

mob: +61 431 500 999

tel: +61 3 9523 5111

fax: +61 3 9523 8855

e-mail: phil.khoury@thenavigator.com.au

Back office integration feasibility study

Australian Banking Industry Ombudsman, Insurance Enquiries and Complaints Ltd and Financial Industry Complaints Service

Working to a committee of the three Dispute Resolution Schemes CEOs, examined potential for synergy and sharing of resources amongst the schemes. Interviewed staff, reviewed documents, analysed processes, costs, features and strengths of each organisation’s facilities, call-centres, IT systems and support, finance, public relations, education and administration.

Tabulated and analysed results, developed recommendations for strategy and implementation approach, prepared report.

Business Process Review

Financial Industry Complaints Service

Conducted detailed process review of complaints handling process. Reviewed case files, analysed case management system reports, workshopped analysis with case officers, produced detailed functional deployment flowcharts, a report and a series of recommendations for improvement of processes.

Strategic Planning

Financial Industry Complaints Service

Provided advice and assistance in preparation of a new strategic plan for the service – post merger. Analysed previous plans, facilitated workshop of senior staff, interviewed stakeholders, and assisted Chairman and CEO with drafting.

Merger Facilitation

Financial Industry Complaints Service

Provided advice and assistance to CEO and Board during merger of two complaints schemes. Interviewed external stakeholders and board members from both schemes. Assisted with process of absorption of staff. Facilitated staff workshops and provided periodic advice to CEO and reports to Board.

Problem Resolution Unit

Australian Taxation Office, Excise

Design, establish and run a small problem-resolution unit associated with the introduction of the Goods & Services Tax.

The unit ‘s function was to act as a daily clearing house for reporting implementation problems – ranging from public telephone and mail-out problems, technology hitches, communication issues, revenue and refund management.