HEART/NSTA Trust’s digital transformation strategy to be guided by five pillars

The HEART/NSTA Trust’s ‘Digital First’ transformational strategy, which aims to enhance customer satisfaction and drive organisational efficiency, will be guided by five pillars. According to the Trust’s Deputy Managing Director for Corporate Support, William Malabver, these are ‘front office transformation; back-office transformation; culture transformation; digitisation of technical and vocational education and training (TVET); and information and communication technology (ICT) modernisation.”

Malabver, who was making a presentation at a Jamaica Information Service (JIS) ‘Think Tank’ on Wednesday, November 20, said,“It is basically to enhance the corporate reputation image as well as to enhance customer experience, engagement and satisfaction through digital channels.”

He said this will be achieved through key initiatives, including the deployment of intelligent self-service hubs and front office kiosks, omni-channel customer engagement platforms and digital marketing.

“We’re talking about those processes that we would normally undertake manually to carry out those services, such as the processing of application forms and handling requests for services,” he explained.

Software, such as DocuSign, has been introduced to facilitate secure digital document signing, in addition to the efforts that are being made to digitise records to enhance accessibility and reduce physical storage needs.

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For ICT modernisation, which serves as the backbone of the transformation, the HEART/NSTA Trust is focused on strengthening cybersecurity to protect data assets and infrastructure; leveraging cloud technologies for resilience and scalability, and implementing a data centre stretch cluster to ensure operational continuity, even in the face of disasters.

“These advancements will not only safeguard our operations, but also enable us to deliver a higher quality of service,” Malabver noted.

This digitisation will involve transforming the learning management process, from application to certification, as well as establishing a Virtual Academy to expand access to skills training, locally and internationally.

“This will allow our Jamaicans overseas who work the standard 9:00 to 5:00 to access our skills training programmes through this Virtual Academy and earn skills that can increase their earning potential,” he said.

JIS