What's Happening?
Australian Payments Plus, which integrates BPAY Group, eftpos, and NPP Australia, is advancing its operating model harmonisation by implementing ServiceNow as a central platform for IT and customer service management. This initiative aims to unify digital
processes across the organization, enhancing operational excellence. The company has extended ServiceNow's implementation to cover risk and customer service management, addressing similar needs across its business units. The harmonisation effort focuses on aligning multiple organizations with diverse cultures, processes, and risk tolerances. A center of excellence has been established to develop enterprise-wide processes and improve process maturity, with a current emphasis on enhancing employee experience and standard process adoption.
Why It's Important?
The harmonisation of operating models within Australian Payments Plus is crucial for achieving operational efficiency and improving service delivery. By consolidating IT and customer service management under a single platform, the organization can streamline processes, reduce redundancies, and enhance collaboration across its business units. This initiative is particularly significant as it addresses the challenges of integrating multiple organizations with distinct operational cultures and risk profiles. The focus on improving employee experience and driving adoption of standard processes is expected to foster a more cohesive and efficient work environment, ultimately benefiting customers and stakeholders.
What's Next?
Australian Payments Plus plans to continue its harmonisation efforts by stabilizing its platform and creating a roadmap for future developments. The organization is dedicated to improving experience and adoption through a dedicated work stream focused on total experience. As the harmonisation process progresses, Australian Payments Plus may explore additional opportunities to leverage ServiceNow's capabilities for further operational improvements. The ongoing integration of processes and cultures within the organization is likely to result in enhanced service delivery and customer satisfaction.
