Service NSW will use Genesys’ customer experience platform to link together separate call centres as a single ‘virtual’ contact centre and provide the ability to scale up if necessary.
“Through this new technology we can link up sites based in NSW and expand the number of phone lines to support peaks to create one virtual contact centre to improve access to Government services,” the state’s finance minister, Dominic Perrottet, said in a statement.
Service NSW has contact centres in Parramatta and Newcastle.
“The cloud based contact centre means we can rapidly provide services where they are needed, without being constrained by the physical environment,” Perrottet said.
“One example where this might be particularly effective is in emergency situations, such as bushfires, where we can link our customer service team resources to respond to a high number of calls at times when customers need it the most.”
Initially the new service will support up to 2000 customer service representatives and 10,000 simultaneous calls, according to the state government.
Service NSW is intended to be a one-stop shop for government services in the state, offering access to services from disparate agencies. The organisation launched last year.
The state government ramped up funding of Service NSW in its 2014-15 budget, including integrating motor registries into the organisation.
The budget allocated $54 million for “network technology; customer service system integration; technology upgrades; and initial work on the payments gateway project” for the agency.
Service NSW full-time equivalent employees are projected to increase from under 700 to close to 1100 in 2014-15.