Service NSW Customer Experience Consulting and Design
The engagement
The work
Design and build contact centres and onboarding new NSW Government agencies and services into the digital, contact and service centre services while automating processes, including emergency services. Helping with technology, people and process to transform the way NSW Government delivers and creates value to the community. Also designed the Emergency Services contact centre
The difference
Results
- >98% customer satisfaction levels.
- Significant productivity gains, leading to increased revenue.
- Agencies met their customer service business objectives.
- Services integrated across business including communications, customer service and accounts.
- Solution design and project management to onboarding agencies
- Technology design and implementation
- Internal business project management and sales practices
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