The NSW Office of Finance and Services (OFS) has signed an agreement with NEC Australia to implement a cloud based virtual contact centre for Service NSW, the first of its kind to be deployed by a Government provider.
“This is a significant technological advancement in providing more seamless services from the Service NSW contact centres at Parramatta and Newcastle”, said Finance Minister Dominic Perrottet.
“It provides the opportunity to increase the number of lines offered to customers without being limited by physical location, enabling more government transactions and services to be offered through one number – a great convenience to customers.”
The new technology will link up Service NSW’s 18 one-stop shops around the state and could eventually upscale so that other agencies are able to leverage off the platform.
“The cloud based contact centre means we can rapidly provide services where they are needed, without being constrained by the physical environment. 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”, said Minister Perrottet
NSW has been increasingly opting four cloud-based systems following the release of its cloud policy in September 2013.
“NSW Government agencies will now be required to evaluate cloud‐based services when undertaking ICT procurements to determine the ICT delivery model that provides the best value sustainable investment, taking account of the full range of cost‐benefit considerations,” says the policy.
Agencies can procure cloud services through the NSW Government’s ICT services catalogue that provides centralised access to a range of prequalified suppliers and service.