Customers the ultimate winners after Behaviour Smart Bootcamp
Teams that attended our Behaviour Smart Bootcamp in 2022 have told us how the eight-month program boosted their customer service.
Many teams across NSW Government face challenges that involve customer behaviour. Public servants can improve outcomes for customers or service users if they know how to explore these behavioural challenges and design an effective solution to address them.
What we did
In 2022, NSW BIU ran the Behaviour Smart Bootcamp for five teams across NSW Government. Participating teams developed skills to tackle a variety of service challenges, including:
- providing mental health coaching for small businesses
- preventing employee injury in small businesses
- encouraging participation in an environmental rebate scheme
- increasing uptake of solar energy rebates
- supporting young people in the justice system.
Over the eight months, teams:
- learnt about key behavioural insights concepts
- gathered insights from their customers about service delivery challenges
- designed and implemented a behavioural intervention to tackle the service delivery challenges
- measured the effectiveness of their behavioural intervention.
What happened next
After bootcamp, participants increased their usage of behavioural insights, particularly with evaluating customer data and creating journey maps. They are also spreading their knowledge to their wider teams.
We're much more likely to do effective education for customers, now that we’ve done bootcamp, than we were before.
We understand [we need to] first make the change and then measure whether it's been effective. It's a different way of working that we're really trying to embed.
[Behavioural insights] is definitely permeating into all of our conversations and everything we do.
icare Bootcamp 2022 case study
Small businesses tend to have fewer resources dedicated to understanding work health & safety (WHS) requirements and are less likely to take proactive steps to ensure the safety and wellbeing of their workplace.
icare's challenge was to increase the number of small employers completing injury prevention programs to improve their WHS capability and reduce workplace injuries.
What icare did at bootcamp
Over the course of Bootcamp, icare:
- mapped the journey a customer takes with renewal letters and claims conversations
- conducted 300 surveys and six interviews
- made new connections within the team and improved internal ways of working
- created a new decision aid on the icare Small Business Hub.
How icare’s changes will make a difference
The new decision aid on the Small Business Hub aims to:
- make it easier for small employers and their workers to complete icare’s prevention programs and increase their WHS capability
- connect small employers to suitable programs from SafeWork NSW and Ahead for Business
- encourage small employers to be more proactive with WHS, rather than reactive
- shift small employers’ perception of icare and the perceived value of workers’ compensation insurance
- reduce the frequency and severity of workplace injuries.
icare have collected baseline data which they will use to measure the impact of their new decision aid.
Next steps for icare
icare will measure the success of various campaigns to direct small employers to the decision aid, such as:
- linking to the decision aid in their policy renewal letter for October 2023
- posting social media updates and sending newsletters to small businesses
- connecting with the Small Business Commissioner and industry associations.
There was considerable interest in participating in the 2023 Bootcamp program. We worked with ten more Bootcamp teams to help them address behavioral challenges and apply behavioural insights to their service delivery.
Are you a public servant interested in improving your team’s impact for customers? Sign up for one of our BI clinics and we’ll provide tailored advice for improving your customer service.