AUSTRALIA
“ I wanted to create a platform where we engaged with our customer at every point in their lifetime”
involved examining business processes to find a product that would deliver on all the needs that had been uncovered so far. “A lot of that informed the business case and our request for proposal (RFP) for various vendors,” he explains. “We had a closed selection where we identified key vendors across the industry that we felt would be able to deliver, or had insight to deliver, what
Shane Riddle CIO, National Heart Foundation of Australia
we were trying to create.” Of 15 nominat-
difference? What are they looking for
three that were then challenged to
when they come to us?” This involved
create prototypes. This lengthy process
deep analysis, understanding what the
outlines Riddle’s approach to vendors.
business did, and examining its customer
“I’m fairly tough in trying to negotiate
base until those 52 different definitions
something that works for us,” he says,
were formulated. “When creating a single
qualifying: “I understand the business
view of the customer, it’s important to
they’re in as well, so it has to be fair.
understand the context of the customer
I think when you’re truthful with your
for internal users,” says Riddle,
business partners, and you say ‘we want
“because when we create something
this, but this is what we can afford or are
and then introduce it, we need to
capable of at this point in time, but we
represent what they see as their
want to bring you on the journey and
customer. That is important.”
we can see the growth aspect,’ partners
ed vendors, 10 put forward a proposal which were narrowed down to a final
The third stage – at which point
buy into that and it’s mutually beneficial.”
Riddle had to gain approval at board
To complete this undertaking, the
level to move past – was “very much
National Heart Foundation needed the
getting down into the weeds.” This
support of key partners to the business w w w.gi ga bi t ma ga z in e. com
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