Case Study: Department of Defence transforms employee service experience with The Customer Experience Company

Department of Defence transforms service experience for 90,000 employees with The Customer Experience Company

The Department of Defence engaged The Customer Experience Company (CEC) to transform the service experience for its 90,000 employees, who were burdened by inefficient manual processes. The key challenges were the immense scale of the complex ecosystem and achieving alignment across hundreds of siloed groups to drive organization-wide change.

The Customer Experience Company implemented a human-centred approach, conducting extensive research and designing a seamless, integrated digital service experience. This solution successfully reduced administrative burdens and streamlined touchpoints, delivering operational efficiency and a significant experience uplift for all employees. The work was recognized with two Australian Good Design Awards in 2023.

Department of Defence