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BTOES Insights Official
By
December 23, 2021

GHD Digital's 2021 AWARD FINALIST CASE STUDY: Best Achievement in Operational Excellence to deliver an outstanding Customer Experience Excellence

Read this article about GHD Digital, Finalist in the Best Achievement in Operational Excellence to deliver an outstanding Customer Experience Excellence, selected by the independent judging panel, for the 2021 Digital Transformation & Operational Excellence Industry Awards program.

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GHD Digital leading the way in customer experience in municipalities
 
The mission 
Citizens have always been the driving force and guiding principle behind every decision made on online experiences. Staff collected user input, both in person and virtually, through user testing sessions to verify the design and functional concepts. Through these public engagement opportunities, staff learned that 70 percent of Kitchener residents prefer to complete transactions online but could not always find what they were looking for.
 
The challenge 
More than 5,500 citizens and staff informed the City that one of the most important service improvements the City could make would be to make more services available online and preferably, in one central place. Staff at the City of Kitchener were tasked with creating a centralized municipal self-serve platform where citizens can find information about their unique needs in one centralized and easy-to-use place.
 
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The solution 
GHD Digital helped the City’s digital transformation team to seamlessly integrate the digital tools and services that the City offers through its website. Bringing all the municipal information and updates citizens care about into one convenient place, the secure, single sign-on dashboard uses existing user data to tailor municipal content related to existing preferences, behaviors, and interactions. By seamlessly integrating with the digital tools and services that the City of Kitchener offers through its website, GHD Digital and the digital transformation team at Kitchener developed a customized Citizen Portal dashboard that Kitchener residents could modify based on their interests and needs. Bringing all the municipal information and updates they care about into one convenient place, the secure, single sign-on dashboard uses existing user data to tailor municipal content related to existing preferences, behaviors, and interactions.
 
The result 
The MyKitchener portal offers a streamlined path to city services, products and engagement. Municipal information is now more discoverable, accessible, and relevant through a centralized and personalized experience, and content is delivered in a way that not only increases transparency and trust but also encourages engagement among citizens.
 
For the client – This new platform and portal enabled the client to their digital transformation efforts, improving service levels and reducing costs.
 
For the end-user – Thousands of citizens are able to easily access city services, pay for property taxes and so much more, all from the comfort of their homes.
 
The impact for GHD Digital
 
Citizen Portal is a game-changer for our company. We forecast that this product will be one of our fastest-growing opportunities. Increased demand from public sector organizations for solutions that help them with their digital transformation, combined with few competitors capable of delivering an integrated solution, leaves significant value for us to capitalize.
 
New Awards CTAAside from revenue growth, our customers are continuing to speak positively about Citizen Portal and its ability to connect them with their citizens. This positive sentiment can be best summarized through a recent quote from the Mayor of Kitchener, Ontario, Canada, Berry Vrbanovic - "The MyKitchener portal will forever change the way citizens interact with the City”.

Digital Transformation & Operational Excellence Industry Awards 2021

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About the Awards

The Digital Transformation & Operational Excellence Awards have been established to showcase globally the most outstanding achievements through the application of Business Transformation, Digital Transformation, Operational Excellence & Innovation Excellence programs. Click here to view the Press Release.

The winners will be announced at the Awards Ceremony at The Digital Transformation & Operational Excellence World Awards (DTOES) on Wednesday, December 15th, 2021, from 6:30 PM at Renaissance Orlando at SeaWorld®.

The Business Transformation & Operational Excellence Awards are open to all organizations, both private and public sector, across the globe, which have implemented Business Transformation, Digital Transformation, Operational Excellence & Innovation Excellence programs to deliver outstanding business results.

The Awards will be held in conjunction with the Business Transformation & Operational Excellence World Summit, BTOES 2021 on December 15, 2021, at the Renaissance Orlando at SeaWorld®. Click to access the agenda, view the current speakers, and watch the highlights video from last year.

Speakers

Agenda

Highlight Video 

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BTOES.com

The issues in this article are just one of topic areas that are going to be discussed at the Business Transformation & Operational Excellence World Summit & Industry

BTOES is the industry’s biggest and best, senior-level, cross-industry gathering of Business Transformation & Operational Excellence industry leaders and senior executives.

With over 150 speakers, over 100 sessions, 12 Keynotes, 9 Track Themes, 5 parallel tracks, 60+ track sessions, 50 roundtable discussions, 20 Interactive Workshops, 6 Thought Leader Panels, 5 Leaders Boardrooms, 5 co-located events, the Industry Awards Program, Site Visits, 20+ hours of social networking including 2 gala cocktail parties, dinners, numerous group activities, this is the ultimate event to benchmark, network and drive Operational Excellence to the next level. 

Quick Links

Speakers

Agenda

BTOES Awards 

There is a strong focus on Cultural Transformation, Customer Delight, Sustaining an Operational Excellence program, Need for end-to-end Business Transformation, Keeping up with new technologies/impact of digitalization and Leadership Buy-in & Understanding. We dedicated two tracks to advanced technologies, such as AI, Machine Learning, RPA, Predictive Analytics, Blockchain, Cloud infrastructure etc.

The agenda is designed to encourage active meaningful conversations through all day enhanced networking and interaction opportunities, including

For more information please email info@proqis.com


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Proqis Digital Virtual Conference Series

View our schedule of industry leading free to attend virtual conferences. Each a premier gathering of industry thought leaders and experts sharing key solutions to current challenges.

Webinars

 

Delivered by Progressive Thought-Leaders

 

Watch On-Demand Recordings For Free

Watch On-Demand Recording - Access all sessions from progressive thought leaders free of charge from our industry leading virtual conferences.
 

Best-In-Class Training

Delivered by the industry's most progressive thought leaders from the world's top brands.
Start learning today!
 

BTOES From Home - On-Demand

The premier Business Transformation & Operational Excellence Conference. Watch sessions on-demand for free. Use code: BFH1120