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A Story of Owning Change

Running a One-Stop Customer Service Centre

TEKsystems partners with a public transport agency to support the technology enablement of their all-in-one customer service centre.

35+

SMEs deployed to support technology enablement

1K

Customer transactions mapped to new architecture

97%

Customer satisfaction rating

Running a One-Stop Customer Service Centre

OWNING CHANGE IN THE PUBLIC SECTOR

Our client is a public transport agency responsible for setting the strategic direction and enhancing the efficiency and safety of the daily commute of more than five million people.

Running a One-Stop Customer Service Centre

The challenge:All Roads Lead to the Service Centre

Following a major governmental reform, a new whole-of-government service centre was established to deliver improved services and act as a one-stop shop for public sector services including transportation, housing, property and facilities management, life-event certification, and healthcare. As a core information stakeholder, our client needed to support the new service centre’s business operations and technology enablement. From architecture design, web application development, API integration, infrastructure uplift, data migration, to day-to-day operational support, the work was expansive.

An initiative of this scale and complexity had never been undertaken before within Australia and required a large influx of project-based resources to fulfil multiple programme deliverables. This prompted our client to explore strategic alternatives and engage external vendors to ramp up their technology team.

Our proposal:SMEs at the Wheel

TEKsystems partnered with key stakeholders to understand the technology enablement roadmap including the expected outcomes, key deliverables, and their corresponding timelines. The complexity of the programme demanded SMEs across a range of skillsets including project management, business analysis, change management, application development, and architecture.

On top of maximising quality and cost-effectiveness, the flexibility to ramp up and down at different stages of the project was a vital part our staffing talent solution. Our strong understanding of the programme milestones and pro-active talent pooling across different core and niche skillsets enabled us to source highly skilled talent ahead of schedule. This streamlined the entire hiring process and significantly reduced the time-to-fill requirements.

With a focus on building efficiencies around resource onboarding and knowledge transition, we minimised the time-to-productivity and ensured that critical programme milestones were fulfilled on time and on budget.

Running a One-Stop Customer Service Centre

Real-world Results

Over the course of the entire programme, TEKsystems deployed 35+ SMEs across Solution Architecture, Business Analysis, Project Management, Application Development, and Data Analytics skillsets to support the technology enablement and digitalisation of the new customer service centre. As a result of their innovative inputs and relentless efforts, over 1,000 customer transactions are now mapped to the new business architecture. Earning a 97% customer satisfaction rating from over nine million transactions each year, the service centre is thriving as a one-stop shop for government services, transforming customer engagement within the public sector.

Off the back of our successful delivery on this initiative, TEKsystems was entrusted by our client to support numerous high-profile programmes of work including an ERP consolidation programme across the entire government transport cluster, legislation changes and reform for heavy vehicle and tolling systems, and a major infrastructure services programme for the consolidation and outsourcing of all EUC, network infrastructure, and data centres.

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