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Western Australia has a total road network of nearly 59,000km across an area of more than 2,500,000km², serving a population of around 2.75 million residents. And the responsibility for looking after all the State roads in this massive network belongs to Main Roads Western Australia.
Main Roads is the State’s central point for incident management and real-time traffic information. The organisation’s Real-Time Traffic Operations team takes care of monitoring State roads, incident investigation and management, and alleviating congestion.
The team keeps Perth and Western Australia moving, with a control room that operates a 24/7 line receiving calls from emergency services and traffic management teams. It is vital that calls can always get through because incident response effectiveness and traffic signals can depend on it. So when the legacy software reached the end of its useful lifespan and the team required more call functionality, it was time for an upgrade.
The existing platform was causing considerable inefficiencies for the Main Roads team. The worst and most obvious problem was dropped calls, but operators also had to deal with difficulty tracking calls, and a lack of any way to analyse data for reporting.
The Main Roads team wanted a new solution that would solve all of these issues, and one that could be introduced smoothly without any disruption to inbound calls. After completing a tendering process, they chose to migrate to Genesys Cloud CX, with Datacom as their implementation partner to ensure a smooth transition.
“We needed a system that met control room standards,” explains Tanya Zaknich, Acting Real Time Traffic Operations Manager at Main Roads. “The transition was crucial because the old system was posing significant risks to continuity and stability.”
The Datacom team worked with Main Roads to transition to Genesys overnight, when call volumes are at their lowest, swapping out the North crew first, and then the South crew.
“There were no periods where we weren’t getting calls – which was just the kind of continuity we were looking for,” says Zaknich. “The project was completed on time and on budget, and the management team was really pleased with how it went. There were no issues – it just went really smoothly.”
Genesys Cloud CX has also proven its value in other ways: integrated call recording, remote working, diagnostics, and dashboards have contributed to big gains in efficiency and effectiveness. Communication workflows are smoother, and the data insights allow for better decision-making and resource allocation.
“It’s been very useful to get more understanding of how many calls operators are taking, how long the calls last, and where the calls are coming from,” Zaknich says. “It’s helped us with staffing and shifts, as well as reporting that has led to improvements in other areas of the business.
Datacom and Main Roads worked closely together to migrate operations to Genesys, from the earliest planning stages through to ongoing support – across different time zones and sometimes through the night.
“Our experience working with Datacom throughout this project has been exceptional,” says Zaknich. “We were all working together to achieve a smooth and successful roll-out. Datacom was committed to delivering results on time and within budget. They were responsive, had a deep understanding of our organisation’s needs and provided tailored solutions that perfectly aligned with our requirements."
The next step for Main Roads is to keep exploring Genesys, and looking for new features and functions that will suit the way they work.
“We know we can’t just set and forget with a new system, so we are always driving continual improvements. We’ll start off slow and then we’ll look at adding in features and finding new ways to make the most of the system.”
