NSW Department of Communities and Justice

Together with the NSW Department of Communities and Justice’s Housing Contact Centre we enabled them to provide critical services to some of the most disadvantaged and in-need people. The deployment of a new cloud-based contact center and workforce optimization platform, with our ongoing management and support, enables the Department’s team to increase their focus on the people and communities they help. Since going live with the new platform in December 2019, NSW has faced unprecedented disasters, first with the Black Summer bushfires, followed by floods in February and then the COVID-19 pandemic. Despite the disruption to their operations and the increasing demand for their services as a result of the impact these disasters have had on the community, the Housing Contact Centre has ‘not missed a beat’. They can now scale up and down as needed to meet changing circumstances and have seen an increase in the quality of the service they’re delivering to clients.