IRT awarded for commitment

Seniors lifestyle and care provider, IRT Group, has received two highly commended awards for a commitment to its clients.

The team was awarded at the Customer Service Institute of Australia (CSIA) 2012 Australian Service Excellence Awards ceremony at Melbourne’s Crown Palladium last week.

IRT Group received the highly commended awards in the state and national not-for-profit categories.

IRT Group chief executive, Nieves Murray, said the awards were recognition of IRT’s exceptional customer service and positive internal and external customer experiences.

“The awards reflect our commitment to our customers and as an organisation we are constantly striving to provide the best customer experience we can,” Ms Murray said.

IRT Group’s innovative approach to improving the customer experience includes:

• The introduction of ‘Swipe N Go’ to In-Home Care – which uses StaffPlan Roster and iConnect as an electronic way of delivering client information from the office to the care worker, and vice versa. The aim is to standardise and streamline in-home care business processes, and to deliver strong competitive and financial benefits to IRT.
• IRT Group has signed a Memorandum of Understanding with ExtraCare Charitable Trust – a UK-based aged-care provider. This resulted in an annual Staff Exchange Program being established.

The program has led to both organisations sharing information and ideas in relation to improving processes and the emphasis on the importance of a positive customer experience.