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News (2)

• ATO monitors service performance from the outside

  They say too many cooks spoil the broth, but the customer service problem recently facing the Australian Taxation Office (ATO) was proving even harder to swallow.

• The privacy debate: The darker side of customer intimacy

  You may be spending generously to get closer to your customers, but can you guarantee their privacy? To a legal certainty? If these questions make you nervous, join the stampede: December 21, the date new national privacy laws kick into effect, is a whole lot closer than you think.

Blogs (1)

• 

  The penguin awakes

  With Melbourne resuming its rightful place as Sydney's slightly embarrassing provincial neighbour after the Commonwealth Games, the scene is now set for an event of real significance.

Features and Case Studies (8)

• How corporate Australia battles information overload

  We look at five organisations that took different approaches to satisfying a common business requirement: to improve the management of corporate information. We hear from Jetstar, Family Court, SHFA, Count Wealth and MBF.

• The road to convergence

  There's been a lot of talk about network convergence, the idea that data, voice and video traffic will one day travel over a single network. In this special report, we look at how Mount Erin Secondary College is tackling convergence and IP telephony goals at footy club the West Coast Eagles.

• Sutherland's paperless vision comes good

  If all goes to plan, Australia's fourth-largest local council will kick the paper habit once and for all. Getting to that point, however, has been less about cold turkey than about gentle weaning, says Sutherland Shire Council's Chris Fripp.

• SMS gives new voice to NRMA members

  With so many companies focused on major IT-driven transformation, it's easy to forget that even small changes can have a big benefit. For road motoring group NRMA Motoring & Services, however, a highly focused middleware implementation project has provided a new communications channel for hearing-impaired customers.

• Centrelink lays off old project management ideas

  The sheer size and breadth of Centrelink's operations has always meant project management there is a Herculean effort. Taking a new approach to its people and project scheduling has improved the situation dramatically -- but change hasn't been easy.

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