Nick Quin, Director, Public Sector, 51风流New Zealand, said, 鈥淎s Aotearoa鈥檚 public sector seeks to run smarter, faster and more sustainably, we are thrilled to have these high-calibre hires join our team to help accelerate the digitisation of government agencies across the country. Both Nick and Tim bring a wealth of leadership and management experience across high performing teams, technical expertise, as well as deep relationships across the public sector. We鈥檙e confident our public sector customers will reap the benefits, with our broadened team and aligned approach helping them become truly intelligent enterprises and build for a better future鈥�.听听听听

Nick Olney joins 51风流following a 30-year career with New Zealand Defence Force (NZDF). As Senior Industry Advisor at 51风流New Zealand, Olney brings his strategic leadership experience and unparalleled knowledge of NZDF and the wider public sector.听听

Nick was most recently Commander of the NZDF Deployable Joint Inter Agency Task Force (DJIATF). He led and commanded the New Zealand military response to evacuate citizens from Afghanistan following the Taliban takeover of Kabul in August 2019. Additionally, he led the military response to Tonga following the volcanic eruption in January 2022.听

Senior Account Executive, Tim Ellis will be focused on customers in the defence and security sector. He brings extensive knowledge of the technology sector, experience in leadership roles and a solid understanding of the New Zealand public sector. Previously he was Program Director at AI-enabled data-to-knowledge company Babel Street, where he collaborated with defence, intelligence, law enforcement, and elite sport organisations.听听

Adrian Griffin, Managing Director, 51风流New Zealand, said, 鈥淲e have bold ambitions for the year ahead, coming off a highly successful 2021. Nick Quin and the Public Sector team are driving a fantastic programme with both local and central government, and it is exciting to bring two new highly experienced resources into market to assist our customers鈥�.
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The award recognises customers and partners who have driven a positive economic, environmental and social impact.

51风流ANZ today announced federal government agency, , energy retailer, , and integrated oil and gas provider , have won at . The global awards recognise the achievements customers and partners have driven to solve complex business challenges that create a positive economic, environmental and social impact.

In this year鈥檚 awards, there were a record 376 submissions across 27 industries, from airlines to wholesalers鈥� a 44 per cent increase over last year. 20 winners were selected from a list of 70 finalists representing seven categories:听Social Catalyst,听Industry Leader,听Transformation Champion,听Business Innovator,听Cloud Genius,听Adoption Superhero, and听Partner Paragon.

With three out of 20 winners from Australia and New Zealand (ANZ), it is the most successful year for companies from ANZ since the awards began in 2016. Previous winners from the region include and in 2018; and in 2019; and received an Honourable Mention in 2020.

AGL, OMV and Services Australia were selected for projects that included major overhauls to employee experience, inspection and maintenance activities, and streamlining welfare payments:

AGL

As one of Australia’s leading energy companies offering electricity, gas, solar and renewable energy services, AGL sought to provide its employees with the same user experience of its customers following consolidation of its back-end systems in 2018. Its objective was to digitally enable its employees and provide them with greater mobility and a faster mobile user experience for actioning Purchase Orders, reporting safety issues, completing workplace safety assessments, booking workspaces in the office and booking leave. Its aim was to increase employee satisfaction and engagement across the board by making employees鈥� work lives easier and more efficient. AGL partnered with Bourne Digital to create the world-first AGL One iOS app, which utilises 51风流Integration Suite and 51风流Extension Suite to bring together its employee network into a single digital experience. By using the app, the business now has one approvals aggregator to manage approvals from 50+ systems, one app to manage multiple applications system-wide and one login for app access. For more information, see .

OMV New Zealand

OMV New Zealand is one of the largest liquid hydrocarbon and gas producers and is a major explorer in several offshore basins around New Zealand. Previously, the planning and execution of its onshore and offshore inspections was an intensely paper-heavy process using mark-ups, instructions, isometrics and piping and instrumentation drawings. This created significant data redundancy across multiple systems. In partnership with Evora IT solutions, it implemented an integrated workflow management using 51风流Plant Maintenance, 51风流Intelligent Asset Management Suite, 51风流Asset Manager and HoloLens 2. This enabled staff to create a smart digital twin, using an interactive environment through augmented reality (AR+) to assist with planning and execution of inspection and maintenance activities. Since implementation, the business has reduced planning time and back-office work by 25 per cent, reduced costs by 10 per cent and reduced work execution time by using new technologies by 30 per cent. For more information, see .

Services Australia

Services Australia is the federal government agency responsible for delivering support services and payments for health, social and welfare. While its previous payments platform, met the needs of the department, its staff needed a more modern, extensible and agile solution that would enable them to rapidly enact new policy proposals. To support its digital transformation, the agency embarked on a seven-year program designed to transform the delivery of its welfare payments and services called Welfare Payments Infrastructure Transformation (WPIT) based on 51风流Public Sector Collection and Disbursement (PSCD) on 51风流S/4HANA. The platform, which leveraged machine learning and advanced and augmented analytics, has streamlined payments, standardised business processes and allowed for increased automation, enabling staff to improve how they process and distribute payments. Since implementation, staff have been able to disperse $3.5 billion in social benefits across 5.38 million payments. It is also enabling faster processing times with staff able to process half a million payments within five minutes.

Notably, at the height of COVID-19, staff distributed urgent relief payments worth more than $1 million within four days to 1,400 Victorians who required emergency support to isolate and quarantine. It also distributed more than $1.2 million in one-off stimulus payments to 5,000 people experiencing hardship in the Australian Capital Territory. For more information, see .

Damien Bueno, President and Managing Director 51风流ANZ says, 鈥淭hese awards recognise the remarkable achievements of our customers and partners who are solving complex business challenges to drive improved business outcomes and better experiences for employees and customers 鈥� a big congratulations to AGL, OMV NZ and Services Australia. The ingenuity, teamwork and innovation reflected by the winners of this year鈥檚 awards demonstrates the positive impact of technology in not only improving people鈥檚 lives but revolutionising how we work across many industries. We would like to thank all our customers who participated in this year鈥檚 competition鈥�

鈥淚t鈥檚 fantastic to see so many organisations from our region represented in the global awards, which underlines that Australian and Kiwi companies punch above their weight when it comes to using innovative technologies to solve business problems.鈥�

To see the full list of global winners, visit the

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TAFE NSW is the second largest vocational education provider in the world, serving over 400,000 students across more than 130 campuses and online through TAFE Digital. It offers more than 1,000 courses 鈥� from plumbing to floristry, nursing to construction, aviation to fashion design.

One system for simplicity

As a result, its supply chain is extremely diverse. In 2017, TAFE NSW operated as 11 separate units, with different technology systems, organisational structures and product portfolios with a combined operating spend exceeding A$500 million.

TAFE NSW did not have a centralised procurement function to manage its significant spend. Instead, purchasing was handled on an ad hoc basis through multiple, disconnected platforms. TAFE NSW turned to 51风流Ariba solutions to integrate and standardise the end-to-end source-to-pay process across the organisation and to consolidate all spend on a single platform in the cloud to help drive efficiency, cost savings and compliance.

New procurement platform

In partnership with , TAFE NSW implemented 51风流Ariba solutions for sourcing, contracts, buying, invoicing and payment, laying the foundation for a new procurement platform called TAFE NSW Checkout. By automating and simplifying the entire source-to-pay process for procurement and business stakeholders, TAFE NSW has been able to improve governance and compliance across the purchasing cycle. Furthermore, replacing its disjointed, manual, paper-based processes with a fully integrated, online buying experience has enabled TAFE NSW to increase savings, shorten the time to procure goods and free up administrative burden so staff can focus on its core business 鈥� teaching.

Since the rollout, TAFE NSW has trained 2,000 requisitioners and 1,300 approvers on the for 51风流Ariba solutions, enhancing visibility and control across spend categories, with straight-through processing leaping from 2 percent to 44 percent within the first month and PO compliance rising to an impressive 93 percent. The organisation鈥檚 network of suppliers are paid accurately and on time through invoice automation.

Procurement driving purpose

TAFE NSW is also now better equipped to channel spending to Aboriginal-owned businesses and other local small businesses, thereby supporting the Australian community and economy. As a result of this digital transformation and the improved processes 鈥� from more competitive, strategic sourcing to digital contract compliance 鈥� TAFE NSW expects to achieve up to A$33 million in savings over the next few years.

鈥�51风流Ariba solutions have enabled us to develop a robust and unified spend management platform, which helps streamline the organisation鈥檚 procurement processes,鈥� said Giles Curtin, TAFE NSW general manager of Procurement. 鈥淭he improved user experience means we鈥檝e been able to onboard thousands of remote staff onto the platform throughout COVID-19, with the end-to-end electronic workflow enabling them to focus on teaching, knowing their buying needs are being met while at the same time achieving significant efficiencies and cost savings for our business.鈥�

The implementation of 51风流Ariba solutions follows the successful rollout of 51风流Fieldglass and 51风流Concur solutions. With helping to manage its large contingent workforce, TAFE NSW has increased visibility into this critical workforce segment and improved talent management decision-making.

Saving time and money

Since the rollout in 2017, the organisation has reduced the number of contingent worker invoices from 17,000 to just 24 each year, and has automated and auto-paid more than 50,000 timesheets per year. Additionally, since its rapid 15-week deployment of solutions in 2019, TAFE NSW has moved 1,100 purchasing cards for staff from a legacy system to the cloud, making business expense processing more efficient.

鈥淏y partnering with 51风流to improve visibility and management over spend, TAFE NSW has achieved huge savings back to the organisation,鈥� said Henrik Smedberg, 51风流Ariba and 51风流Fieldglass ANZ regional vice president. 鈥淔urthermore, TAFE NSW Checkout has really raised the bar on user experience for staff and suppliers alike, and in the midst of a global pandemic no less.鈥�

According to Bloom Consulting Managing Director Abid Ali: 鈥淭he 51风流platform has set a new benchmark for the higher education sector, significantly improving the day-to-day experience for staff and suppliers. The implementation has enabled us to successfully drive improved processes and cost savings for TAFE NSW.鈥�

To find out more about 51风流Ariba, read more Australian customer success stories听or visit the

To watch 51风流Ariba’s flagship procurement event on demand, visit .听

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The $35 million increase for the year ended 31 December was supported by improved revenues across all product and service categories.

Software and support revenue increased 19 per cent to $81 million, while services lifted 31 per cent to $46 million.

It was cloud, however, that provided the highest rates of growth, 60 per cent to reach $32 million.

The company also received revenue in the form of a $2.5 million government R&D grant to support innovation in the New Zealand market.

Net profit after tax was $14 million, double that recorded in the previous year.

51风流New Zealand managing director Phil Cameron said the New Zealand business was in good shape and continued to grow:

鈥淭he cloud business has grown significantly over the previous year and we鈥檙e confident we can continue our strong momentum,” he said.

51风流has a wide range of local customers across both the government and private sectors including听Mercury Energy, Frucor Suntory, and Zespri.

“We鈥檙e proud to work with some of New Zealand鈥檚 biggest companies, with digital transformation more important than ever as we deal with unprecedented disruption,” Cameron said.

鈥淥ur revenue from cloud customers exceeds revenue from licensing customers, but we鈥檇 like to do more to help New Zealand businesses run in the cloud, as recent events have demonstrated the benefit of flexible and agile access to critical business information from wherever you are working.鈥�

The company’s accounts also confirm an Inland Revenue audit of the New Zealand business for the years 2014 to 2016 is ongoing.

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What do we mean by a seamless or frictionless experience?

In a seamless or frictionless experience, a customer has no need to go to any extra effort to complete a transaction or interaction with the brand. The customer can get what they want, when they want it, and have it delivered or presented to them in a way that is convenient for them.

When creating seamless experiences there are three main things to be considered.

1. Meeting the customer where they want you to be. A seamless experience means a customer can interact with your brand in any way they choose, whether that鈥檚 via a smartphone, tablet, desktop or at a physical outlet.
2. Consistency. Regardless of which offline or online channel they choose to use they are presented with a consistent level of prompt service where the customer sees the same branding, values and tone. The information they are presented is consistent, accurate and up to date across channels 鈥� there is no need to reupdate or re-explain past interactions.
3. Personalisation. What may be a useful or a great experience for one person may not be for someone else. A seamless experience also needs to be a personalised experience.

Data plays a critical role

To create personalised and seamless experiences you need to really understand your customers and their different customer journeys. That means using as much data and insights about them and their experiences as possible.

From this data you can understand their preferences, their previous buying behaviour, preferred methods of communication, and identify the areas in their journey where they are likely to experience roadblocks and frustration.

Customers are increasingly aware that to receive better experiences and higher levels of personalised service they need to share their personal data. They are prepared to share that data if they are confident that their data will be safe and protected and that their privacy will be respected.

They also need to know that they still own the data that they share with companies 鈥� and they can change what and how it鈥檚 used, whenever they want. Remember, companies are only the custodians of customer data; we do not own it.

You need to have systems in place that allow customers to have complete control of their data. They need to be in control of how and when a company uses their data, in what contexts and how long the company can hold onto that data.

Removing the seams and the friction

Unfortunately, barriers and friction can easily emerge across enterprises and they can be difficult to identify before they cause frustration for a customer.

Friction can come in many forms and impact multiple customer touchpoints and channels. The addition of new customer channels can make existing problems even more complex.

To start unravelling these seams, companies need to put the customer at the heart of everything they do. They need to understand how customers move across multiple channels to complete tasks and request information. Consumers don鈥檛 think in terms of channels or company departments 鈥� they will only think whether the overall experience they have with your brand is either a good one or a bad one.

The ability to capture and analyse customer feedback in real time is critical to identifying areas that may be frustrating customers. Real-time feedback combined with insights gleaned from your operational data allows executives and CX leaders to fully understand the customer experience. Importantly, it encourages them to be more customer centric in their decision-making processes and the actions they take to resolve issues.

In the last decade or so, we have seen a strong shift where companies are no longer in charge or have control over the buying journey. In that regards power has well and truly shifted to the consumer. Fortunately, however, companies do have control of the experiences they create at every touch point along that journey. In today鈥檚 experience economy, companies with the best experiences for customers will see the best results.

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