Australia’s government departments and public sector teams have a massive job to do, with responsibilities that span complex areas including health, housing, public transport, roads, planning and critical services, and a population of more than 26 million citizens they need to serve.
Behind the scenes, Datacom is proud to play a critical role in helping Australian citizens and governments – at a federal, state, and local level – by using technology to solve challenges and connect them with vital information and services.
One major project Datacom has supported in recent years is digitising citizen records to support essential services.
This project has seen the linking of personal data, enabling specialist providers to access and share vital information and given Australians greater access and input to their personal information.
Working closely with the government team, Datacom’s customer experience team established and enabled a customer support model, including a scalable 24 x 7 end-to-end contact centre.
Datacom also worked to design and provision a combined architecture front-end response service including cloud telephony and virtual assistant on the departments website. These frontline services paired with Microsoft Dynamics CRM, a knowledge management platform providing ‘one source of truth’ for the contact centre team, has equipped them to provide a high-quality customer service experience while meeting the guidelines set out in the government’s Information Security Manual (ISM) and certified against the Infosec Registered Assessors Program (IRAP).
Demand for information, enquiries, and call volumes have peaked at various points during the rollout – including in the initial rollout campaign. Datacom, through its scalable cloud-based solution, has been able to rapidly provide additional flexible capability to meet the department's anticipated surge in demand. During one of these peak periods demand increased 100-fold, requiring management of 20,000 customer contacts per day.
This additional flexibility comes from Datacom’s knowledge and use of hybrid contact centre platforms and on-demand scaling telephony infrastructure, sophisticated call management processes and smart data analytics to anticipate demand peaks, experience with virtual assistants, and the use of robotic process automation (RPA) to speed-up simple, repeatable processes.
Datacom has been privileged to work alongside the department team and to play a critical support role throughout the launch and ongoing growth of this project.
“Our collaborative partnership and scalable end-to-end solution provided customers with frontline support professionals and experienced technology services, utilising actionable insights to work with the department in supporting innovation and continuous service improvement. In times of great need and demand, such as COVID responses, this solution enabled significant scaling, leveraging technology and human empathy services to deliver experiences at every interaction,” said Datacom Managing Director Stacey Tomasoni.
Another project has seen Datacom working with one of the major transport departments to enable their contact centre to handle a volume of close to 1.25 million transactions a year. With the new cloud-based contact centre platform in place, the transport team has massively cut down customer wait times and eliminated a backlog of queries.
“Instead of waiting for up to 45 minutes, we can manage queues much better. It provides an improved customer experience, and it's better for our team too. Call lengths are also reduced because the team don’t have to start their interactions by apologising for the wait.”
“Datacom’s expertise across the sector and the experience they have from running their own customer centres means they’ve been able to upskill us. By showing us best practice solutions, they go well beyond simply providing a technical solution. They’ve given us ideas for future, insights into our business, and grown our in-house knowledge through their mentorship.”
