On 20 November 2012 Engineers Australia launched the long-awaited eChartered product, our online system for chartered applications. Within a few days over a thousand members were using the system and although it performed well, our phones and email lines started to hum with queries and minor issues. Then something exceptional started to happen.As members called in with questions on the many parts of the process and the dozens of web screens, nine times out of ten the member service person who answered the phone could directly resolve the matter. Others were promptly assisted by technical experts or received prompt email responses. Members found that not only was eChartered user-friendly, but our front-line people already seemed to know the new system from end to end! So is this a sign of a new level of member service at Engineers Australia?
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