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Interview multiple candidates
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Search for the right experience
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Ask for past work examples & results
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Vet candidates & ask for past references before hiring
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Once you hire them, give them access for all tools & resources for success
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Challenges
As Omicron became a threat and Covid-19 case numbers began to increase, the Ministry of Health (MoH) and Ministry of Social Development (MSD) began to feel the stress of providing welfare assistance. Multiple reports of welfare not being provided or missed were coming through. MSD had a manual process utilising a joint email inbox in which they would receive an email if a contact tracer was asked for welfare via the phone or someone engaged MSD directly for Covid-19 welfare assistance. There was no tracking around SLA’s and people were falling through cracks and not receiving vital assistance when they needed it the most.
Solutions
- Our team focused on executing the technical updates required to keep up with the ever changing government requirements at pace. We transferred 4000 users from internal Salesforce licenses to Experience Cloud licenses through the pandemic whilst ensuring continued 24/7 operations throughout for air travellers, maritime travellers and MIQ attendees.
- We worked extensively with other government entities such as MBIE to ensure our solutions were appropriately meeting requirements at scale.
Key Impacts
- 1,800 hours per week - Of time saving for employees
- 800 users - Utilising the solution within first 2 weeks of starting the project
- Clinician inclusion - Clinicians were able to leverage their existing PMS solutions to raise cases integrating with the Care in the Community solution
Clouds included
- Service Cloud
- Experience Cloud
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