Resolving performance issues by addressing all impacting factors
Related Case Studies
New Zealand Automobile Association NZ Automobile Association has the agency for administering Drivers Licensing, under contract to the Land Transport Safety Authority. The introduction of Drivers Licensing was difficult and resulted in a lot of undesirable policy. At that point, error rates were higher than expected, and turnover and dissatisfaction amonst AA Drivers Licensing staff was high. NZAA commissioned Ockwell to make a difference.
Land Transport Safety Authority - (LTSA) The purpose of this programme was to raise the awareness and develop the customer service skills of Driver Licence Testing Officers (TOs), with particular emphasis on the older driver (80 years plus). The initiative came about as a response to the request of the Minister of Transport that the high number of complaints made by older drivers be addressed. Also at this time there were two groups of contractors merging to report to the one agent.
