Behavioural insights techniques can help boost engagement with your text messages to customers. We found that sending tailored text messages with important information led to improved customer outcomes.
Self-isolation after COVID PCR testing was an essential part of the public health strategy but uncertainty around self-isolation rules was hampering compliance. Simple behavioural interventions were able to dramatically decrease self-reported breaches of self-isolation in 2020.
When facing a stressful event such as preparing for an evacuation, customers absorb information differently. Government must take this into consideration so that in an emergency our customers can get the information they need.
All policy makers strive to put themselves in the shoes of their customers. One established way of doing this is to interview people face-to-face. COVID-19 restrictions have meant that we’ve all learned new ways to reach customers, and deliver services. In 2020, we shifted our engagement using online methods. We wanted to share with you some of what we have learnt about how to approach digital customer consultation for behavioural change.
We worked with the Better Regulation Division (BRD) of NSW Customer Service on an electrical safety campaign. In this interview we speak with Mikael Kjaerbye, Acting Manager for Community and Industry Engagement at BRD about how behavioural insights improved safety messages.
The New South Wales Minister for Digital and Minister for Customer Service, Victor Dominello MP, was recently interviewed by the United Kingdom's Behavioural Insights Team, on their podcast, "Inside the Nudge Unit."
We reduced the number of people who did not turn up for their hospital appointments by 34%, by using behaviourally informed text SMS. This translates to public health and productivity benefits of almost $120,000. Our approach can be used to optimise reminders in other customer service contexts.
'Sludge' is the ‘excessive or unjustified frictions’ that make it harder for customers to achieve their goals, such as complicated forms and websites that are hard to navigate. We have developed a 'sludge audit' framework to help public servants to identify, quantify and prioritise sludge. This includes the time, costs and impact on customer experience.
We partnered with Revenue NSW to set up their Behavioural Insights Champions Network. This involves staff from across their organisation receiving behavioural insights training, and then applying these skills to their day-to-day work. This initiative is helping Revenue NSW to become a 'behaviourally smart' organisation, and improve outcomes for their customers.
Tree canopies play a vital role in creating a resilient environment and community. We used behavioural insights to boost an initiative to encourage the community to take up the 'Free Trees Initiative.' This program seeks to increase tree coverage in Western Sydney.
Now, more than ever, it’s important that public servants follow procedures which mitigate risk and help organisations run smoothly; whether it involves hygiene in a hospital, cyber security in an office, or social distancing in a Service Centre.
Forms and surveys are one of the most common methods of interaction between Australians and government. Maximising their completion helps government to better understand customers and serve their needs, while helping citizens access essential information, services and payments.
It’s common for government programs and grants to have unmet capacity despite attempts to promote effective take-up. BIU has a new guide on using behavioural insights to increase the take-up of programs and services.
Using two behaviourally informed interventions, an email and a phone call, we increased the likelihood of women reapplying for a senior role by 27% and significantly reduced the gender gap between men and women reapplying for senior roles from 45% to just 4%.
Our goal is to see behavioural insights (BI) applied in everyday policy and service design across the NSW Government, leading to better outcomes for the people of NSW. We wanted to make it easy for busy public servants to test their BI ideas, so we created a short and practical guide on RCTs, A/B tests and before-and-after studies.
We wanted to understand the barriers to reaching the Premier's gender equality target for senior leadership roles in the government sector. Today we are launching the findings of research we conducted in partnership with the Public Service Commission, Customer Service, Stronger Communities and Transport Clusters.
Each year thousands of patients miss their outpatient appointments at hospitals. St Vincent’s Hospital wanted to reduce the number of missed hospitals appointments even further and reached out to us to see if behavioural insights could be used to achieve this.
Government policies and services can be hard to navigate for people who are already under pressure. By understanding the effects of scarcity, we can make these easier to access for the people who need them. We developed an easy-to-use guide to provide more practical tips and strategies to understand and reduce the effects of scarcity.
Regional NSW offers exciting career opportunities for teachers, engineers, nurses, doctors, business owners and other professionals. Here are some tips on how BI can help to make it easy and attractive for applicants to make the move.
Although the proportion of women in senior leadership roles in the NSW Government Sector has increased, it remains significantly below parity at 40%. We partnered with the Public Service Commission and the Customer Service, Stronger Communities and Transport clusters to increase the proportion of women applying for senior leader roles.