SAG-AFTRA

Winter 2021

Issue link: https://digital.copcomm.com/i/1325752

Contents of this Issue

Navigation

Page 51 of 121

BETTER, STRONGER, FASTER Innovation in the entertainment industry isn't the exclusive domain of the Black Panther technology gurus who used cutting-edge tools to create the fantasy of aircraft, cars and planes operating remotely through virtual reality interfaces and high-definition holographic displays. 50 SAG-AFTRA | Winter 2021 | sagaftra.org SAG-AFTRA TAPS THE POWER OF INNOVATION TO SERVE MEMBERS MORE EFFICIENTLY In the past, simply joining the union could be a cumbersome process. But, using technology, it's now quite easy with an entirely online procedure. "In the old process, you had to download 10 – 12 PDFs, fill everything out, get them to a SAG-AFTRA office and, if you wanted to pay, you had to show up at our office or give credit card information over the phone, and all that had to be manually entered by our staff," said Sashidhar Rao, SAG-AFTRA's director of business innovation and project management. "This entire process, end to end, would take about 45 minutes to an hour for the prospective member and staff. In the new way, it's about four minutes." After a performer becomes a union member, she or he will often encounter a question or problem and turn to the union for help — but the torrent of daily calls flooding the union often diverted critical staff resources. Enter the member CONTACT CENTER, which Innovation in the entertainment industry isn't the exclusive domain of the Black Panther technology gurus who used cutting-edge tools to create the fantasy of aircraft, cars and planes operating remotely through virtual reality interfaces and high-definition holographic displays. Indeed, innovation, with the aid of technology, is at the core of advancements inside SAG-AFTRA to make the member experience fast, efficient and empowering. Over the course of several years, working behind the scenes and without fanfare, the union's innovation initiatives have become embedded into the daily flow of the organization's essential work. "Innovation has been very important to us for a very long time," said SAG-AFTRA National Executive Director David White. "Today, you can see the results in direct deposit for residuals, our member Contact Center, the member app and our digital enrollment process. With the tremendous flow of activity in the union, our goal in automation is to find ways that let us repurpose the small number of staff we have to do higher-order type things which, at the end of the day, brings a better experience for our members." ONLINE ENROLLMENT is one area of progress.

Articles in this issue

Links on this page

Archives of this issue

view archives of SAG-AFTRA - Winter 2021