Aims to create "more connected, efficient and innovative systems".
Wants to cut handling time, serve more customers in same timeframe.
Follows failed $6.3 billion bid last year.
In dispute over work conditions.
And bridge language barriers on regional calls.
As authority nears halfway in digital transformation.
Podcast: CTO Marc Smith highlights three areas of innovation.
IT systems not up to speed.
Ombudsman to gain powers.
Previous access to training programs had “little structure or purpose around it”.