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Hivetec-DES-Report-V1.4

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KEY CONSIDERATIONS<br />

MARKETING<br />

RETENTION<br />

Over the next 12 months, existing <strong>DES</strong> Providers<br />

who wish to continue under the new model,<br />

will need to focus on retaining their customer<br />

base. This means a focus on internal marketing<br />

programs targeting existing <strong>DES</strong> Participants.<br />

GUIDELINES<br />

In a contestable market with consumer choice,<br />

systems which support customer retention will<br />

be valuable to <strong>DES</strong> Providers. The introduction<br />

of addition functionality such as customised<br />

letter templates (Is switching right for you? Talk<br />

to us first.) and other documentation to support<br />

ongoing customer contact. <strong>DES</strong> Draft Deed details<br />

will be required in order to explore these options<br />

further, expected August.<br />

<strong>DES</strong> Providers will benefit from being able to reliably implement processes and guidelines, and maintain<br />

a consistent standard of customer service for Participants across their business. Providers would benefit<br />

from customisable workflow process mapping focused on crucial points in the job seeker engagement<br />

sequence. For example, an ‘Initial Engagement Workflow’ that captures all the essential customer servicing<br />

preferences.<br />

STRATEGIES<br />

Marketing strategies targeting both potential new Participants and Employers will also be<br />

critical. We see significant upside for Providers who are able to leverage relationships with<br />

large employers proven to recruit <strong>DES</strong> clients, eg. Bunnings Warehouse. Additional system<br />

functionality which supports marketing and service promotion to these key groups would be<br />

favorable to providers.<br />

a. Number of employers visit conducted this month<br />

b. Number of interviews arranged this week<br />

c. Average time to placement<br />

d. The average salary of placed participants<br />

e. Key stats on caseload mobility<br />

Disability Employment Services <strong>Hivetec</strong> Paper<br />

11

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