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Australia Post has been busily working to reinvent itself in recent years in the face of a rapidly declining letters business.
This existential crisis has forced it to take a long, hard look at its core proposition and how best to serve its customers.
With one of the largest retail networks in the country and a status as a trusted organisation, Australia Post is repositioning itself as a provider of many services to the community - with a clear focus on online.
Its early strategic manoeuvres with its Digital ID identity verification solution have seen organisations across verticals flock to the fledgling service, and will likely cement Australia Post as the first identity provider on the DTA's whole-of-government Govpass digital identity framework.
This, plus the opportunity to convert the six-and-a-half million identity verifications it performs in its retail centres each year, puts the Digital ID platform on the path to success.
Learn more about the project here.
Waiting for an outcome on your insurance claim, generally just after you've been through a stressful situation, is not an experience anybody enjoys.
Suncorp already offered an online self service portal to make the lodgement of claims easier, but customers were still reliant on a human operator to review their claim.
The insurer wanted to reduce the amount of time it took for most of its users to lodge and have their claims assessed.
An initial test of IBM's Watson natural language classifier quickly turned into a full deployment that has since extended to the group's GIO, APIA, and Bingle brands.
After feeding Watson 15,000 de-personalised claims and their resulting liability determinations, Suncorp's creative application of the technology means it is now able to automatically correctly assess a claim in 90 percent of cases.
For motor insurance customers, it has meant five minutes after their claim has been lodged online they can be out booking repairs for their vehicle.
Like many organisations, Sydney Water is doubling down on efforts to understand its customers, but with a difference.
It has created a ‘customer hub’ that uses data drawn from across the company to predict issues before they turn into customer-facing problems and to send proactive notifications about them.
It’s early days so the full scale of the ambition is yet to be realised, but the hub is active for over one million customers in Sydney’s west - and this is very much a project to watch.
Carsales is one of the few organisations to reap long-lasting success from the hackathon model.
An idea one year ago to use machine learning and artificial intelligence to take significant pain out of sorting images of cars is already proving its worth.
Not only has it cut out 55 hours of handling time per day for the 20,000 daily images Carsales workers were manually categorising, the firm's private and dealer customers are using the technology to do the same in their own operations.
Learn more about the Cyclops project here.
A radical transformation at ACT Health has banished the paper records at the point of care that are responsible for wrongly labelled blood samples and medication in hospitals.
Now, when a blood sample is taken, a clinician is required to scan the GS1-standard barcodes on both their own ID card and the patient's wristband before a label can be scanned and printed onto a blood tube by a computer-on-wheels at the bedside.
It means a label can only be printed in the patient's presence, reducing the risk that the label will be incorrect or misapplied.
The effort required modifications to eight separate IT systems provided by different vendors.
Not only has the health directorate already recorded a 40 percent reduction in wrong blood in tube incidents, it has also wiped eight hours of nursing time off per day per ward.
Marketing of advertising time on commercial TV networks had long followed heavily manual processes, with rates set based on audience projections that were often best-guesses based on marginally related figures.
Nine set about reinventing the audience projection process by integrating a number of big data analytics tools into a platform called 9Predict – which applies data science to massive datasets to deliver audience projections that quickly proved to be 20 percent more accurate than previous manual methods.
Better numbers mean Nine is less likely to have to refund advertisers if real viewership doesn’t meet predictions – potentially saving millions of dollars per year.
It has also improved modelling of projected audiences for video-on-demand (VOD) content, enabling Nine to better commercialise that fast-growing arm of its business and give the network a competitive advantage in a cutthroat industry that is still adapting to the challenges of the online era.
A homegrown virtual assistant for students looks likely to be the catalyst for the formation of an AI and IoT start-up spun out of Deakin University next year.
Deakin's Genie assistant is a suite of chatbots, artificial intelligence, voice recognition, and a predictive analytics engine that is intended to help students keep track of their campus lives.
It does everything from nudge students if they haven't been studying enough to helping them keep on top of upcoming assignments and exams.
The platform was built by Deakin’s internal IT team, and just months after officially going live, the university is already fielding requests from other organisations for the technology - so much so that Deakin CIO William Confalonieri has been given permission to start the engines on commercialisation.
The sharing and enabling environmental data (SEED) platform is a public-facing portal that brings together over 1200 scientific datasets on land, air and water from nine state agencies and bodies in a single place.
The site is deceptively simple to navigate; taking out the complexity required seven IT systems integrated for the first time.
The result is an example of what can be achieved by government when they commit to open data.
Gaurav Singh was named Oracle's top database admin of the year for the JAPAC region last month - but 18 months ago he'd had little experience with big data.
Singh started at Energy Australia as a support resource, but used the energy retailer's massive information systems overhaul as an opportunity to skill himself up.
His ability to self-learn a new and complex technology stack shone through when he designed a parallel footprint to Energy Australia's main Oracle information management platform.
The new environment made a huge difference to the company's ability to ship out new products at speed while ensuring business continuity. Singh is the now go-to for Energy Australia on all things data warehouse.
Learn more about Singh's journey here.
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