Towards an Approach to Identify and Assess the Mobile Eligibility of Business Processes

So far, the discussion about the usage of mobile devices in companies was strongly technology driven. However, current mobiledevices and related mobile networks have reached a high level of maturity. For this reason, technological issues are nolonger obstacles for using mobile devices within companies’ business processes. From our perspective, identifying businessprocess activities, which can be improved by mobile device support, is currently rather important. The degree of suitability ofbusiness processes for mobile device support is called the mobile eligibility of a business process. Aim of this paper is topresent an approach that supports the systematic analysis and assessment of the mobile eligibility of business processes, takinginto account a set of structured, adaptable criteria to deliberate between potential business values added by mobile devicesand the typical mobile device characteristics

Explaining Levels of Customer Satisfaction with First Contact with Jobcentre Plus: results of qualitative research with Jobcentre Plus Staff

This report is a follow up to the First Contact Customer Survey (Research Report 504). As a result of ongoing difficulties accessing data for sampling purposes, the initial plan to undertake qualitative follow-up research with customers was abandoned in favour of research with staff to explore process-related issues which might explain customer responses. The research was undertaken in September and October 2008 and included telephone interviews with senior staff combined with face-to-face interviews and structured observations with staff in Contact Centres, Jobcentres and Benefit Delivery Centres in four Jobcentre Plus regions. Findings relate specifically to staff perceptions of customer satisfaction with first contact

Performance measurement systems development in a telecommunications company

Developing performance measurement is a necessary element for the effective management of organizations. Performance measurement has been gaining in importance in both operations and management literature. In this paper an evaluation of the development and implementation of performance measures is presented. Investigation of the process from an organizational viewpoint provides insights into the advantages and disadvantages of a strategic activity-based development framework for performance measurement. General issues and implications for the management of performance measurement development and implementation provide some fundamental guidelines

Hardship policies in practice: a comparative study

Drawing on the grassroots professional experiences of financial counsellors as well as focus group interviews with consumers, this report outlines how the telecommunications industry\u27s hardship policies and practices compare with those of the banking, energy and water industries. Summary In 2012, Financial Counselling Australia (FCA) received a grant from the Australian Communications Consumer Action Network to conduct research comparing hardship practices in the banking, energy, water and telecommunications sectors. The purpose of this research was two-fold. First, as a broad analysis, we wanted to find out from financial counsellors and other stakeholders what systems and processes were most effective – ‘what works’ – when it comes to assisting customers experiencing financial hardship. This topic is particularly relevant to FCA and to financial counsellors. Financial counsellors assist people in financial difficulty and have first-hand experience when it comes to hardship programs in the banks, utilities and telcos (see box for a more detailed explanation of the role of a financial counsellor). By documenting good practices in place for assisting consumers experiencing hardship, we can share this information with our colleagues in industry, the community sector, external dispute resolution (EDR) schemes, regulators and government who can apply it in their own sectors. The second purpose of the research was to apply the broad findings about ‘what works’ to the telecommunications industry. In recent years, financial counsellors have worked closely with the banking industry to review hardship policies and practices, resulting in a number of changes. The financial counselling sector is now engaged in a similar dialogue with the telecommunications industry and this research will inform those discussions

Toolkit on tackling error, fraud and corruption in social protection programs

This toolkit is intended to provide a concise but thorough resource for social protection practitioners on how to minimize error, fraud and corruption in their program(s). It is organized in five sections. The first section introduces the topic, by clarifying the key concepts and spelling out the rationale for this activity. The second section provides a generic framework for combating error, fraud, and corruption (EFC), developed around four building blocks of prevention; detection; deterrence; and measurement. The third section reviews the instruments, tools and mechanisms used to combat EFC in social protection programs, structured by strategic actions (prevention; detection; deterrence), by level of government and over time (how these tools and instruments can be developed over time). Section four includes generic terms of reference for the assessment of the mechanisms for combating EFC in social protection programs. The last section summarizes the main findings for three such diagnostics from the Kyrgyz Republic and the Ukraine.Public Sector Corruption&Anticorruption Measures,Insurance&Risk Mitigation,E-Business,Debt Markets,Emerging Markets

Access to legal aid

Overview: The audit found that Victoria Legal Aid (VLA) is performing its role delivering legal aid services across Victoria, and prioritising the most vulnerable people based on a sound understanding of demand drivers and funding risks. VLA is providing its services in a challenging environment of increased demand and with fixed funding that is largely based on demand levels from 2008. Determining the extent to which VLA is providing services effectively, efficiently and economically is constrained, however, by its performance monitoring framework, which does not clearly inform VLA\u27s board or the public about how well it is achieving its statutory objectives. Increased demand has resulted in VLA tightening eligibility for its more intensive and costly legal services in order to remain financially sustainable. This has had the effect of reducing the number of people who are eligible for legal representation, while moving more people to less intensive services. While these actions are consistent with VLA\u27s legal obligations, this has implications for access to justice. There are gaps in some areas of its service delivery, and VLA is actively addressing these gaps to improve services