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The Government of New South Wales had 300 shop fronts, 500 websites and 8,000 phone numbers to provide citizen services. They wanted to create a single public service entity with integrated in-person, internet and phone options for citizens to get things done faster and easier. In addition, looking to maximize the flexibility of office workers and improve internal collaboration, they needed a solution to provide anytime, anywhere access to email and other applications on mobile devices.
To accomplish this, Service NSW partnered with Microsoft Services who helped them complete a cloud migration and Office 365 deployment at head office. Microsoft Services built and delivered 160 Surface Pro devices, developed a continuous improvement and training plan to promote increased productivity, and installed customer service portals in 14 new service centres. As a result, Service NSW cut its support budget by 90% and achieved improved customer satisfaction scores of 4.8/5.