NSW Businesslink is a provider of shared corporate services, delivering solutions in the areas of Information Technology, Finance, Human Resources and Business Support in New South Wales, Australia. NSW Businesslink was formed under a NSW Government program to improve the delivery of corporate services across the public sector.
With its broad range of services, NSW Businesslink plays a vital role in helping multiple Government agancies deliver social services to more than 200,000 people.
The business issue:
NSW Businesslink operated an IT help desk which was not functioning at peak performance, and had very low staff motivation. With the reintroduction of previously outsourced IT services, and the expansion of shared services offerings, NSW Businesslink needed to plan, design and build a new contact centre to support these initiatives.
The Sagatori solution:
Sagatori worked with NSW Businesslink to develop a complete strategy and plan for a new shared services contact centre. Sagatori also project managed the design, build and initial operation of the centre. This included:
The results:
Sagatori delivered a fully functioning contact centre of 60 seats.
Technology
Human
Environment
Management
Staff involvement from:
- Simon Kriss