Governance of Multiple Service Providers
As chair of ICT Governance Jan invited discussion of the challenges and complexities of governing multiple suppliers at a breakfast session in Melbourne.
May 2015
ISO/IEC JTC 1/ SC40 Plenary in Brazil
Jan led the Australian delegation at the SC40 Plenary in Brazil.
April 2015
Not-For-Profit Briefing in Melbourne
Jan spoke at the 22 April AICD briefing on why governance of IT should be on the board agenda and how to implement it in your organisation.
Jan also chaired the Standards Australia ICT Governance and Management Committee in Sydney in April.
March 2015
Innovation and Roundtables
Jan attended a 3D printing workshop and the Victorian Water Industry Innovation Conference.
Jan participated in two AICD roundtables: the role of NFP boards in investment; Fellows discussion of director’s role in the oversight of technology and digital strategy.
November 2014
ISO/IEC JTC 1/ SC40 WG1 Meeting in the Netherlands
Jan Begg represented Australia at the expert working group responsible for the Governance of IT.
August 2014
Jan Begg Activities during August
Institute of Chartered Accountants in Australia (ICAA) IT&T Discussion Group.
Standards Australia ICT Governance and Management Committee.
- ICAA IT&T Discussion group brings together Chartered Accountants from a range of backgrounds and with varying degrees of experience in information technology. Jan was a guest speaker at the August meeting in Melbourne.
- Jan was Chair of the Standards Australia IT-030 Committee which had its meeting in Sydney in early August.
June 2014
ISO/IEC JTC 1/ SC40 Meeting in Sydney
Jan Begg was head of the Australian delegation at the SC40 first plenary meeting.
The new SC40 subcommittee of JTC1 is responsible for standardisation of Governance of IT, IT Service Management and Business Process Outsourcing.
The meeting was attended by nearly 100 people from 18 countries.
May 2014
AICD Conference on Hamilton Island
The Company Directors Conference is Australia’s leading director event. It examines futuristic issues and trends; selected by directors, for directors.
March 2014
Jan Begg speeches during March
Standards Australia IT Forum, Sydney.
Digital leadership and transformation Panel Discussion at the Next Big Thing Summit, Melbourne.
Consolidation of Customer Service Centres
Case Study: Consolidation of customer service centres.
The Situation:
A Life Insurance Company with autonomous state based-offices was facing market share erosion.
Our Solution:
I investigated how each location was operating and the differences between locations. During this analysis I identified that a significant decision factor for new clients was the time taken to issue a policy and retention of existing clients appeared to be more sensitive to customer service satisfaction than premium cost.
Head Office set sales commission rules but had low visibility of state office operational processes and minimal data on client satisfaction.
My team conducted a process mapping of the “best” location which was coincidently the newest location and furthest from Head Office. A SME from a more mature market validated and enhanced the processes to cover the full range of products.
Focusing on the goal of reducing the policy issue time an automated system was provided and administration was centralised. The solution included investment in telecommunications and major technology system upgrade.
The Result:
One of the previous site operations managers provided training for sales staff and the new operating model and supporting technology was implemented smoothly. This resulted in reduced FTE across all locations, lowered operating costs, raised customer service and enabled new business growth to claw back market share without any increase in sales force.