Hivetec-DES-Report-V1.3
You also want an ePaper? Increase the reach of your titles
YUMPU automatically turns print PDFs into web optimized ePapers that Google loves.
KEY CONSIDERATIONS<br />
:-)<br />
FRIENDLINESS OF SERVICE<br />
In order to attract Participants, <strong>DES</strong> Providers will need to place a greater emphasis on customer<br />
service skills such as communication, friendliness and attentiveness to individual needs.<br />
Customer service skills targeted to the needs of the individual will be highly valued by consumers and<br />
therefore service providers as the model evolves<br />
CUSTOMISE<br />
DATA CAPTURE<br />
Customisable work flow management software<br />
which ensures that correct processes are followed<br />
and enables smoother outcome tracking will be<br />
critical for <strong>DES</strong> Providers as outcome payments<br />
make up a larger proportion of income.<br />
Data capture software that is less onerous<br />
than the Government’s ESS web platform, and<br />
supports a higher level of customer service and<br />
engagement, is likely to be viewed as a value add<br />
for <strong>DES</strong> Providers.<br />
VIDEO-CONFERENCING<br />
TECHNOLOGY<br />
Video-conferencing and video interviewing or<br />
similar technology will play a greater role in how<br />
services are delivered. Linking these facilities<br />
to the central CRM may be beneficial for <strong>DES</strong><br />
Providers.<br />
<strong>DES</strong> Providers will need to offer access to<br />
technology and equip Participants with the<br />
necessary technological skills to meet the demands<br />
of the modern labour market. Adopting MWS<br />
and its functions can support the development of<br />
these skills.<br />
Disability Employment Services <strong>Hivetec</strong> Paper<br />
9
Change language