Iabc Podcast

Welcome to the IABC International Podcast, on this episode Megan Osborne joins us to talk about how they won an IABC Gold Quill Award.  NSW Trustee & Guardian is a state government agency that provides Will-making and deceased estate administration services and can also be appointed by a court or tribunal to act as a person’s financial manager and/or guardian if they lack the ability to make decisions for themselves because they have a disability. As an organisation with a purpose statement ‘To protect, promote and support the rights, dignity, wishes and choices of our customers’ having a shared language and understanding of how to achieve this to a high standard was a missing piece of the puzzle. Insights showed there was an opportunity to improve customer service. Customer satisfaction was either low or declining, complaints were on the rise and staff morale was down following an organisational restructure in 2016. NSW Trustee & Guardian’s Communications & Engagement team worked to develop