NSW Food Authority’s ByteMobile solution improved its customer service, increased its professionalism and has achieved a 40% gain in the number of inspections and audits it’ s able to complete.
With only 50 field officers, NSWFA was struggling to deal with over 12,000 inspections/audits and 2,000 customer complaints it receives annually. The challenge was to reduce the 2 days per week field officers spent in the office, and increase the amount of time they could spend in the field with their customers.
Custom mobile application integrates with existing CRM. Cconsolidates multiple paper-based forms into 1 intelligent electronic (multi-part) form which connects via a 3rd party middleware layer to NSWFA back-end system (or if no connectivity, pends on the device until connectivity is restored). Forms self-calculate so that at the conclusion of the site visit the customer receives a conclusive copy of the report almost immediately via email (instead of the previous 2 week delay). Replaces all paper-based reference material, including previous inspections, legal rulings, copies of legislation and more than 300 checklists.
The OneBlink software, support and infrastructure has recently been expanded to serve the specific needs of Biosecurity field officers, as well as a separate application to provide for external/3rd party auditors.
“Probably the biggest gains are occurring when we carry out audits. Today, staff are able to conduct audits more efficiently, so while we’re undertaking more audits and inspections we’re also able to spend more time with our customers.”
Manager Business Systems Emergency Operations, Intelligence and Programs
NSW DPI Food Authority