Paste description for search engines here.




NOTICE: The browser you are using is not capable of rendering this website correctly. Click here for more information.

Insights | Client Case Studies | Victoria Police


Case Study

1st May 2006

Victoria Police

Victoria Police provides a 24-hour police service to the Victorian community in the state of Victoria, Australia. They contribute to a high quality of life for individuals in the community by ensuring a safe and secure society.

Victoria Police is employs more than 13,600 people, including Police, Public Servants and Protective Security Officers, serving Victoria, with a population in excess of 5 million. Victoria Police provides support to the community 24 hours a day, 365 days of the year.

The business issue

Victoria Police reviewed its Information Technology (IT) service delivery model and decided to establish a new service centre that enabled greater accountability for service delivery, provided a single point of contact for phone and email inquiries, visibility of requests and a dedicated escalation point for its internal customers.

The Sagatori solution

Sagatori worked with Victoria Police to evaluate its current internal and outsourced help desk operations and established an internal Service Centre including the design, implementation and initial management of the Service Centre. This included:

  • Strategic concept for the Service Centre
  • Operational model designed and working within 6 weeks
  • Initial management services for the day to day operations
  • Recruitment, induction training and coaching
  • Contact management and telephony systems designed based on ITIL principles

The results

Sagatori delivered an internal IT service centre of 6 seats

Technology

  • Telephony platform design with auto attendant to routes calls to multiple destinations
  • Contact management system design based on ITIL principles and terminology

Human

  • Recruitment, training and coaching provided
  • Knowledge reference guides created for contact centre staff

Environment

  • Newly established service centre at no incremental cost 
  • Floor plan utilisation of the area increased by 160%
  • Meeting facilities for team meetings and one on one coaching requirements

Management         

  • How to guides developed for internal customers
  • Strategic plan with operating principles, processes, performance measurement
  • Support process re-designed to reduce turnaround time from 1 week to 1 hour

 

Staff involvement from:
- Simon Kriss
- Natalie Raso