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NOMINEES | DIGITAL TRANSFORMATION AND CONTINUOUS IMPROVEMENT<br />
NOMINEES | DIGITAL TRANSFORMATION AND CONTINUOUS IMPROVEMENT<br />
Marketing<br />
Nicole Flinton<br />
Katarina Mucic<br />
Adam LaSpina<br />
Shiva Boinala<br />
Alyce Elia<br />
Natalie Gray<br />
Emmanuel Karaminas<br />
Sergio Carnevale<br />
Juliana YimChris<br />
Tristram Martin<br />
Patrick O’Shannessy<br />
Customer Engagement<br />
Our legacy customer engagement capabilities were<br />
restricting how we target and interact with customers on a<br />
personal level through our content and communications. In<br />
2015 the Marketing team embarked on a pilot designed to<br />
test how Marketing Automation could benefit our business<br />
and our customers by delivering triggered communications<br />
with relevant, personalised and contextual information at<br />
the right time via the right channel. With the success of<br />
this pilot, in 2016 the Customer Engagement team went<br />
above and beyond to deliver on the ambition to enable<br />
the delivery of personalised experiences through triggered<br />
communications and present contextually relevant content<br />
across channels.<br />
This resulted in the implementation of our strategic future<br />
state communication platform, Adobe Campaign, using<br />
customers’ extras usage in the context of their limits to<br />
personalise the Cover Check-Up campaign and using<br />
product level detail to personalise, meaning customers<br />
receive information that relates to their specific level of<br />
cover and how they’ve been using their cover.<br />
Transformation<br />
Michael Polis<br />
Guneet Sawhney<br />
George Mihailides<br />
Jeff Fairbanks<br />
Ian Pearce<br />
Ben Szonyi<br />
Narelle Howard<br />
Karen Mulraney<br />
Sonja Ruddock<br />
Richard Allen<br />
Michael Monaghan<br />
Steve Curley<br />
Jimmy Kralevski<br />
David Jenkins<br />
Kevin Keane<br />
Kain Nunn<br />
Hisham El-Ansary<br />
Sami Yalavac<br />
Naomi Attwood<br />
Connecting our people, processes and<br />
systems across <strong>Bupa</strong> A&<strong>NZ</strong> to enable<br />
functions and business units<br />
The Functional Transformation Program kicked off in January<br />
2016 with the goal of transforming our enabling functions,<br />
with a focus on connecting our people, processes and systems<br />
across <strong>Bupa</strong> A&<strong>NZ</strong>. Given the goal of the program, the team<br />
knew collaboration would be critical. With this in mind, team<br />
members were recruited based on their mindset first and<br />
foremost – people who truly lived the <strong>Bupa</strong> Values and focused<br />
on delivering tangible outcomes for our people and customers.<br />
The team delivered a huge range of successful outcomes such<br />
as delivering $5.6M in bottom line savings and a further $6.4M<br />
cost avoidance by renegotiating contracts across <strong>Bupa</strong> A&<strong>NZ</strong> for<br />
the same or similar services. Reducing A&<strong>NZ</strong> vendors by 29%<br />
and implementing key procurement controls across Health<br />
Insurance / Health Services (excl. Dental Corp) and Functions<br />
such as “No Purchase Order No Pay” policy and closing out<br />
outstanding APRA audit items (procurement stream). The team<br />
also migrated the <strong>Bupa</strong> Aged Care Australia (BACA) General<br />
Ledger from a standalone system (Epicor) onto PeopleSoft with<br />
no major issues and launched an online expense management<br />
for BACA (ExpenseMe) to make it easier for BACA leaders to<br />
submit expenses and create better visibility and controls around<br />
spending (Single View of Finance stream). They connected our<br />
15,000 “unwired” employees across A&<strong>NZ</strong> to <strong>Bupa</strong> emails for the<br />
first time rolled out Service Now (online IS Helpdesk ticketing<br />
system) to BACA, Dental Corp and <strong>NZ</strong> so all A&<strong>NZ</strong> are now<br />
connected and integrated.<br />
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