The Partnerships and Customer Insights Branch brings the voice of our customers, staff and third party (users) into the agency and wider APS, to enable the design, delivery and measurement of user centred products and services.
We do this by collecting and sharing user experiences, enabling and applying user research and behavioural economics expertise, and measuring customer experiences to inform future improvements.
The Management Information Team works collaboratively with stakeholders to understand the customer experience by combining and analysing data from multiple sources. We are specialists in Speech Analytics, Tealeaf Analytics, myGov reporting and SAS VA dashboard reporting.
The team enables business and product owners to baseline and measure performance, understand pain points and identify priorities for process improvement. An Analyst Officer in the Partnerships and Customer Insights Branch Speech Analytics team completes a range of analysis tasks using speech analytics software that assists in identifying customer experience, process and business improvement opportunities.
Working under the direction of senior staff, they exercise a degree of independent judgement and make decisions within defined parameters that require reliance on skills and knowledge. They use speech analytics technology and other data sources to assist in identifying and achieving efficiencies, contribute to Voice of the Customer branch reports, findings, decision making and recommendations using an evidence based approach.
Analyst Officers interpret and negotiate stakeholder requests in order to achieve optimal outcomes for both stakeholders and Services Australia (the agency).
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