Past and Future
Welcome to a new, transformed Telstra.
Telstra has undertaken a multi-faceted strategy to transform our business. Since November 2005, we have:
Got to know our customers much better
To understand our customers in more detail, we performed the most comprehensive market research in Australian corporate history. We conducted more than 1.1 million customer interviews, which is huge in a country with a population of 21 million people.
Improved career opportunities for our people
We have done this by matching the customer-focused culture with performance-based management and rewards and talent management, increasing the global and gender diversity of our leadership team, and raising employee satisfaction and engagement metrics to best-ever levels.
Improved the technical skills of our workforce
The Telstra Learning Academy, a $200 million, five-year program, is matching the technical skills of our workforce with evolving technology, products and customer needs. Our field workforce productivity is up 50 percent, we have increased our front-of-house clearance rates by 14 percent.
Delivered a new customer experience
We've enhanced the differentiated customer experience and delivered our vision by seamlessly integrating exciting content over our mobiles, Internet, search and transactions, and cable TV platforms.
Used technology to make a real difference
Telstra's next generation networks are changing the game in health care through real time video consultations and electronic patient records transfer such as breast-screening, in education through video streaming, in cattle farming and winegrowing through remote monitoring, for lawyers and architects through off-site document transfers, in off-shore monitoring of the health of the World Heritage-listed Great Barrier Reef and so on.
How have we done this?
We changed our vision
Since 2005, we have put the customer at the centre of everything we do. Today, we focus on giving customers a personalised, seamless experience that makes it easy for them to do what they want, when they want to: that is, creating a world of 1-click, 1-touch, 1-button, 1-screen, 1- step solutions that are simple, easy and valued. This approach is all about focusing on our customers’ needs – not a product, system, technology or network.
IT transformation
Telstra is in the fourth year of a five year transformation program, an element of which is the simplification of our Information Technology (IT) systems and processes. Our goal is to make customer transactions as efficient and productive as possible. This is one of the largest technology transformation projects ever undertaken by an Australian corporation and, given its scale and complexity, has presented a number of challenges. Despite this, the IT transformation program is progressing well and to date has achieved significant benefits for our staff and customers.
Our Next Generation networks
Our investment in Australia over the last four years has provided one of the largest, fully integrated national IP networks in the world - the Next IP™ network is faster, more secure, is 99.999 per cent reliable and offers 77 times more capacity than the old circuit-switched network.
Our single IP-based network has resulted in a physically less complicated network that simplifies service management while enhancing network reliability and resilience. The services we offer through our network continue to improve customers’ quality of life, helping to make their professional and personal lives easier and business more productive.
The Next G™ network continues to deliver enormous customer benefits including high-speed broadband, rich content and video calling. Some of our business customers in Australia are seeing productivity uplifts of up to 30 per cent in parts of their workforces.
Our evolution has also included an upgrade to Telstra’s Global Operations Centre, and the creation of a Managed Networks Operations Centre, improving our response and restoration times
Did you know?
As a full and part-time permanent employee of Telstra, employees receive a range of Telstra Products and Services. This includes discounts on BigPond® Dial-Up & Broadband, BigPond® ISDN, ISDN Home, Mobile, PSTN Home, FOXTEL™, AUSTAR™ and at Telstra Shops.
Benefits >
What does the future hold?
As a company, we are on an important journey to improve customer satisfaction. Our mission is to know our customers and meet their needs better than anyone else.
Whether we are installing a service, fixing a fault, serving at a store visit or dealing with a complaint or billing enquiry, we need to make every interaction with our customers count.
We are working on giving our employees the tools and training they need to resolve our customers’ service issues quickly and effectively.
Telstra now has a corporate-wide customer service and satisfaction improvement program underway. Our activities are focused on strategy, operational improvement, people and communications, and metrics.
We look forward to seeing where the future takes us, and we hope you can be part of our journey.