Gartner Research

Australian DHS Uses Customer Experience to Scale a New Claims System

Published: 07 June 2018

ID: G00367090

Analyst(s): Darren Topham , Kristin Moyer , Mary Mesaglio

Summary

Old mainframe systems are costly and hamper effective customer service. CIOs should focus on the customer- and staff-facing parts of the system by adopting new development frameworks such as GitHub and AngularJS while being persistent in selling the new system to the operations staff.

Table Of Contents

Case Study

  • Company Description
  • Problem
  • Solution
  • Results
  • Lessons

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