Ben O’SullivanOperational Lead
Ben is currently responsible for the service delivery...Profile
Our experience of working with trusted brands across highly regulated markets enables us to transfer our experience and know-how across sectors.
We focus on designing services that deliver better outcomes for our clients and a great service experience for their customers.
Abtran partners with leading Government organisations, working collaboratively to deliver better, smarter and more efficient services.We interact with every household in Ireland several times a year to deliver a joined up multi-channel service experience.
We securely validate and process the identities of thousands of applications daily across grant applications, licenses and registration processes.
The Digitisation of services and ongoing pressure on public sector finances is driving the need for structural reform and a more joined up service experience for the customer.
We understand that today's customer is looking to access a service in a far easier way. At Abtran, we aim to meet that challenge in an open and compliant manner whilst respecting data privacy.
“Abtran delivers a very high quality of service both in terms of the secure processing and turnaround of applications in a secure and compliant manner whilst also delivering a very high quality of operational and customer service delivery.”
Graham Doyle, Head of Communications, SUSI
Today's customers want to access services in an easier way. Empowering customers to serve themselves helps to drive increased data accuracy, higher levels of compliance, greater satisfaction and more responsibility on the part of the customer.
The Public Service ICT Strategy document, from January 2015, recognises, "data as a critical enabler and sharing this data on a whole of government basis is critical to supporting better decision-making, increasing simplicity of engagement, driving efficiency and delivering a range of new digital government services to citizens and businesses."
Forward-looking service organisations are leveraging advances in data analytics and digital touch points to deliver a more intuitive and joined-up service experience, whilst respecting data privacy.
The future of service delivery in Government points to a more collaborative and joined-up approach, from identifying what is transferable and then building upon best practice and established centres of excellence.
Collaborative ownership drives greater shared accountability. Implementing governance structures and shared delivery models based on clear goals and performance measurement can lead to increased transparency and more streamlined efficiencies.
Putting the customer at the centre will remain key, helping to shape and inform service models, joined-up processes and technology selection. This in turn will yield clearer goals, greater efficiency and a better, more joined up service experience for the customer.
Abtran has a proven track record in the Transport sector. We work collaboratively across Public and Private sector organisations. We connect with our clients at a strategic level, leveraging our people, process and technology capability to deliver better business outcomes and a great customer service experience.
The rapid penetration of mobile and digital technologies is setting new standards for the delivery of service across the Public and Private Transport sector.
Today’s travelling customer is more empowered than ever before. They have become accustomed to experiencing a level of ‘always-on’ service connectivity.
We help customers to have more control and prompt access to service information across their choice of channel.
Today's customers are driving the delivery of service in Transport. With the advent of initiatives including real-time passenger information (RTPI), online journey planning and smart ticketing, customers are enjoying unprecedented levels of access, convenience and control over their service journey.
Whilst the proliferation of self-service technology is enabling more autonomous customer behaviour, it will remain important to provide personal contact centre support via traditional voice channels, particularly for escalations and more complex service queries.
Mapping the end-to-end customer journey will remain central to designing a service experience that looks to deliver the right mix of channels with the right balance between contact centre, and self-service, web-based support.
Whilst customer service via online channels like social media and web chat are continuing to gain traction, 'crowd service' looks set to grow with customers helping each other via peer-to-peer communities and online forums.
Putting the customer at the Centre will remain central to the overall design and optimal delivery of service objectives, helping to shape and inform service models, people skills, joined up business processes, right fit technology and overall service efficiency and performance measures.
Today's customers are living in an era of empowering times. Service that is consistently designed around an understanding of the end-to-end customer journey will remain central to the continuous delivery of service excellence both now and into the future.
Customers are taking more ownership of their healthcare choices as they become better connected and better informed about their health.
The continuous advancement in online and mobile technologies means patients are demanding faster and more convenient access to Health services.
In the private sector, the enforcement of stricter regulatory service protocol can often make it difficult for customers to access information in an easy and unified way.
In the public Health sector, patients in the public outpatient pathway, are looking to access services in a more timely and efficient way.
"We make it easy for patients to engage with us whilst keeping them abreast of what's happening every step of the say. We're not clinicians - it's about getting patients seen faster and to ensure the process is more streamlined. It's about putting safety first."
Norrie Fitzgerald, Director of Healthcare Solutions, Abtran
In the public health sector, funding pressures are driving the need for more streamlined processes and technologies to free up hospital staff whilst patients are demanding a faster, more joined up service experience.
Our experience has been gained from working in a practical way, with a number of hospitals where we have experience of capacity management of outpatient referrals, and the safe introduction of technology.
We were also industry partner for the National Electronic GP Referral Project that re-engineered the process of outpatient referrals from GPs to the hospital.
Our experience and understanding ensures we adopt a consistent approach through alignment with the National Protocol for the Management of Outpatient Services which is mandatory for all public hospitals.
Maximising demand and capacity at outpatient clinics is a key enabler to ensuring that patients are seen at the most appropriate time by the right clinician.
In partnership with UCC Insights, we have developed next generation out-patient waiting-list and capacity management technology. This simulator will analyse data to forecast demand and optimise capacity enabling hospitals to plan and meet national targets.
In today’s switching economy, Smart Utilities that succeed will stand out on service. They will build trust by empowering customers to take more control of their energy usage. They will win loyalty through relentless innovation that’s customer-led.
Abtran has been a trusted provider of end-to-end services in the Utilities space since 2004. We help challenger and established Utility players to stand out on service, to grow market share and to scale for success in a flexible and compliant way.
Ronan Sheehy, Head of Customer Operations, Electric Ireland.
The Utilities market continues to be a battleground for market share. Common drivers include increased competition, the entry of smaller innovative players and the emergence of smart technologies.
The autonomous customer is driving innovation in this space as they look to take more ownership over their service usage. Larger, more established players are being confronted with smaller, more flexible players offering diverse content bundles.
This is driving more established players to become more customer responsive and to focus on brand differentiation through reputation, referral and the delivery of a superior multi channel service experience.
As the battle for market share gives way to the battle to 'own the home' by incoming ISPs and telcos, Utilities that succeed will demonstrate customer centricity, more responsive offerings and a relentless focus on the delivery of a great customer service experience.
We help clients to meet rising customer expectations around the delivery of responsive and compliant service.
Abtran is a PCI Level 1 compliant service provider, which is regulated by the Central Bank of Ireland.
We work closely with our clients to improve transparency, maintain regulatory requirements and to stay competitive in the delivery of service.
A changing regulatory landscape and ongoing pressure on margins is creating new challenges and opportunities in Financial Services.
Financial institutions are looking to drive profitability and growth through more efficient operations and a better service experience to their customers.
Anne Lawlor, Head of Sales and Service, Aviva Ireland
Banks and financial institutions are being challenged with the ever-increasing compliance demands of regulators.
Pressures to adhere to and optimise 'Know Your Customer' (KYC) due diligence is having a direct, knock-on impact on the day-to-day cost, time and effort of running internal operations.
Front to back-end processes and systems required are often inconsistent and fragmented, with no real integration.
Against this backdrop, heightened competition and the need for differentiated service offerings are driving banks to remodel their service delivery approach. The emergence of a shared model is one solution that can help with these challenges.
Joint efforts between accredited third party providers can help to streamline processes and drive efficiencies, whilst freeing up pressure on often over-burdened infrastructures.
The flexibility of a shared service solution can also help free up much needed staff to focus on the task at hand whilst reducing the cost to banks of managing the end-to-end KYC function.
Meeting customer demand for a more agile and responsive service experience will remain key for Banks and Financial Services organisations looking to differentiate their service offering and ensure customer loyalty.
Ben is currently responsible for the service delivery...Profile
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Lynda currently holds the role of Service Delivery...Profile
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Maureen provides clients with customer insights into the...Profile
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Teresa currently holds the role of Human Resources...Profile
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