As a member of Suva’s Digitalization Advisory Board, I was able to help drive forward digitalization in various areas of the organization on behalf of the Board of Directors. One particular challenge was to incorporate the customer’s perspective to a greater extent: For them, the phases before, during and after an accident belong together – seamless support is expected.
In a large organization with strong and independent divisions, however, this view is not self-evident. One of my tasks was to address this challenge openly and develop solutions that took into account both the needs of the customers and the structures of Suva.
This job has shown me how important it is to think beyond departmental boundaries and use digitalization as a bridge to create a unified and customer-centric experience.
