Australian Digital Health Agency Spike Solution
Using Automation to manage massive call volume spikes in their contact centre enabling safe and timely delivery of Government services
The Australian Digital Health Agency had challenges with outsourcers and technology and were unable to handle the expected 100x volume spike, forcing the postponement of the deadline for Australians to opt-out of their digital health record. To avoid more bad press, Customer Science Group were approached to create a new operating model and technology platform within 2 months to meet the new opt-out deadline.
We introduced a combination of people, process and technology to manage the forecasted volume spike. We applied our Rapid Response Care methodologies to build a technology automation platform that complied with the strictest security levels. The solution consisted of Robotic Process Automation (RPA), Intelligent Automation, Unified Desktop, cloud automated overflow diversion and a call back system all integrated into a single automation platform. Integrating this into the solution was a people, process and program management activity that was delivered before the deadline. We were able to manage the peak 60x increase in enquiry volumes with all enquiries collected and managed, no data breaches, a 35% efficiency gain and zero bad press.