OverviewIn a calculated move aimed at saving $55 million a year, the Western Australian Government established the Office of Shared Services (OSS). It will provide corporate services using a shared model, to about 120 Western Australian Government agencies. To meet its cost-saving goals the OSS will utilise leading technology, leverage economies of scale and standardised processes.
With a land area greater than 2.5 million square kilometres, the state of Western Australia is larger than most countries. The capital Perth is home to about 75 per cent of the state’s two million people with the rest spread throughout the vast state. Distance presents unique challenges to Western Australian government agencies as they deliver services to a wide-spread community.
Industry
• Government
Challenges
• Create a reliable telephony infrastructure for Customer Service Centre, which will be the primary point of contact for all Government agencies using services offered by Western Australia's Office of Shared Services
Solution
• NEC’s VoIP communications system and Genesys software suite to consolidate all communications to create reliable, scalable and effective communications software
Results
• Full scalable 30 seat call centre with full VoIP capacity and multi-faceted communication software
Hardware/Applications
• Univerge SV7000 VoIP switch with full redundancy
• IP Phones and an Interactive Attendant Console
• NEC's Unified Messaging System
• Call Data Recording System
• Genesys Routing
• CC Analyser
• CC Pulse
• Genesys Voice Platform
• Genesys Agent Desktop
• Genesys Workforce Management