NBN Co will shift to the “next stage” of an internal business process excellence project with the deployment of a self-service tool to business teams and leaders.
The network builder today said it had signed on as a user of German vendor Signavio, which makes SaaS products for “the average business user to create, share, consume and analyse end-to-end processes”.
NBN Co has had an internal business process excellence (BPE) drive underway for some time, and last year said it would adopt intelligent process automation (IPA) in some portions of its operations.
A statement by Signavio indicated NBN Co was “progressing to its next stage of process and systems maturity [by optimising] key elements of its established BPE capability across the whole organisation".
“As part of this project, business teams and leaders will be equipped to take control of their processes,” the vendor said.
“The project will support NBN Co's strategic imperatives, which include advancing effective and efficient processes and systems; as well as its corporate objective aimed at forming united relationships with vendors.”
iTnews understands the use of Signavio is largely to drive self-service capabilities around process definition and creation out into different parts of the organisation.
This is largely alluded to by Signavio, which said one of the project’s drivers was to allow “non-specialist teams [to] easily enter, view, share and collaborate on their processes".
The vendor also said results from the project would “feed into an enhanced user and customer experience”.
NBN Co has been on a major customer experience drive in recent months, under an umbrella program of work being called 'future of customer experience (FoCX)'.
It has already seen the introduction of a new pricing model that has largely alleviated congestion complaints for a good portion of the fixed-line footprint.
FoCX also covers the establishment of a dedicated team to work with RSPs to improve NBN connection, migration and service experience, as well as new industry engagement and education initiatives.