Mind Australia is a community-managed mental health service provider that each year supports about 9,000 people dealing with the daily impacts of mental illness, along with their families, friends and carers. It includes residential services as well as centre-based and outreach services.
Mind knew it had to adapt how it met clients’ needs in order to tap into the opportunities and face the challenges created by the National Disability Insurance Scheme (NDIS). It sought an organisation-wide view of how it could improve its customers’ experience to meet their changing expectations.
Central to this change was a customer-centric digital strategy that would help Mind to personalise and differentiate its service delivery, strengthen its position in residential services, grow into new markets and enhance staff productivity.
Nous worked with Mind to develop a customer-centric digital strategy in three stages:
After each step we presented the results to the senior executive group to keep it informed of progress, transfer learnings and test ideas. Twice we presented to the board.
Mind Australia is putting the new digital strategy into action with a clear governance model to coordinate initiatives.
Changes involve new technology to support customers (including digital solutions and tools to navigate services), assisted self-service options, predictive analytics and better integration behind the scenes. This will deliver a consistent customer experience across all services, where customers feel informed and empowered and staff can spend more time with them.
Mind is using the strategy to expand its market share in the new environment created by the NDIS, while also improving staff productivity.