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Pathways to success: Customer journey mapping and the art of data-driven decisions

Tracks
Web & Digital/Comms Room: Rongomatane B
Wednesday, November 15, 2023
2:00 PM - 2:30 PM
Breakout Room B, Rongomatane B

Overview

Joanna Cooney, Horowhenua District Council, Michelle Rutherford, Horowhenua District Council and Dave Hockly, Data Story


Details

We're excited to share a fresh perspective on making our customers’ local government journey even better. Imagine understanding exactly what our community needs and how they experience our services. In this talk, we'll show you how simple data and knowing our citizens' journey can lead to smarter decisions. No fancy words, just a people-centered approach that improves satisfaction and resource use. Plus, we'll give you a live demo where you can see it all in action through easy-to-use dashboards. Join us in this journey towards a more effective and connected community.


Speaker

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Jo Cooney
Digital Channels Lead
Horowhenua District Council

Pathways to success: Customer journey mapping and the art of data-driven decisions

Abstract

We're excited to share a fresh perspective on making our customers’ local government journey even better. Imagine understanding exactly what our community needs and how they experience our services. In this talk, we'll show you how simple data and knowing our citizens' journey can lead to smarter decisions. No fancy words, just a people-centered approach that improves satisfaction and resource use. Plus, we'll give you a live demo where you can see it all in action through easy-to-use dashboards. Join us in this journey towards a more effective and connected community.

Biography

Jo Cooney is the Digital Channels Lead at Horowhenua District Council. Jo has been with Council for over 17 years and was promoted to a lead role back in December 2020. Jo has been leading and overseeing the responsibility of all website content for Council's main corporate site, a number of subsites, the intranet and an online community engagement platform. She also takes a lead role and is instrumental in digitising Council's services through online forms, working across the business to ensure that key people are involved from the outset and taken on the journey.
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Michelle Rutherford
Digital Channels Specialist
Horowhenua District Council

Presenter

Biography

Michelle Rutherford is the Digital Channels Specialist at Horowhenua District Council. Michelle has been with Council for 7 years. In addition to managing the 7 websites, Michelle has also been instrumental in developing the Looker Studio Google Analytics Dashboards for each site, after a lot of help and training from Dave at DataStory. Michelle has been leading and overseeing the creation, management and sending of the EDM eNewsletters which ensures that the community is informed and engaged. They are also very engaged in the digitisation of the council's services by creating user-friendly online forms. They work closely with different teams within the organization and make sure they are engaged and included along on the digital transformation journey.
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Dave Hockly
Director
Data Story

Presenter

Biography

Dave Hockly is the founder of Data Story Ltd, an analytics and optimisation agency based in Queenstown. Dave has worked with some of NZ's leading brands, using data to drive better customer experiences and to increase business outcomes. Some of these organisations include Govt.nz, Te Whatu Ora, MSD, Horowhenua District Council, Queenstown Lakes District Council, Microsoft, Destination Queenstown, Cardrona Alpine Resort, The Co-operative Bank, Fergburger and more.
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