Local Govt | National News Video | Parliament Headlines | Politics Headlines | Search

 


Council appoints TelstraClear to standardise call centres

Media release
03 December 2012

Auckland Council appoints TelstraClear to standardise its call centres

After a competitive tender process, Auckland Council said it has appointed TelstraClear to head a project to standardise and simplify its customer call centres.

Council engaged TelstraClear as part of a wider programme of work to continue to unify its core systems and business processes. This wider programme of work will make Council more efficient; saving ratepayers $50.1 million, over the next 10-year period.

A little over two years ago, Auckland Council was formed out of the amalgamation of eight different legacy councils and their business units. This also necessitated the bringing together of eight different operating systems and that work is still very much ongoing.

As part of this, council inherited a call centre service model which was designed to keep services stable through the transition period, as well as provide callers access to council via a single telephone number. While this temporary system continues to work, call centres remain located in each of the legacy council areas and the multiple systems supporting these are expensive and unsustainable.

A single, comprehensive call centre system and supporting processes are now required to provide the best possible support to council staff and to better serve Aucklanders, as promised through the Auckland and Long-term plans, now and into the future.

“We will replace the many different call centre systems with one single system that’s cheaper to operate overall, more reliable, and one which provides a better service to Aucklanders,” said Nigel King, Auckland Council’s manager of customer services. “The systems we inherited at the time of amalgamation no longer serve an organisation of Auckland Council’s size and we will replace it with a single cost-effective model that’ll serve our needs for years.”

Council estimates that investing in this call centre solution will have an overall benefit of $7.3 million as well as making its customer contact systems more efficient.

Ends

© Scoop Media

 
 
 
 
 
Parliament Headlines | Politics Headlines | Regional Headlines

Greens: Oil Drilling Face-Off With Labour

The plan is the second component of the Party’s environmental priority this election: Rivers clean enough to swim in again, and beaches safe from oil spills.

The Green Party loves New Zealand and will create a cleaner environment where our beaches remain open for swimming, not closed for oil spills.

The key policy points in the Green Party’s plan to protect our beaches from oil spills are to:
1. Prohibit deep sea oil drilling;
2. Implement compulsory shipping lanes for coastal shipping;
3. Build Maritime New Zealand’s oil spill response capability; and
4. Introduce a stronger legal framework so that when accidents do happen, the New Zealand taxpayer does not have to pay for the clean-up. More>>

 

Parliament Today:

Minister Told Of FBI Investigation, Says INZ: Coleman Must Quit Or Be Sacked Over Dotcom Case - Harré

Immigration New Zealand has done the right thing in distancing itself from Jonathan Coleman’s claims that ministers were not aware of FBI involvement in Kim Dotcom’s residency application, says the Internet Party. More>>

ALSO:

Valedictory Season: Maori Party Founders Say Goodbye

Two major Maori MPs gave there farewell speeches to Parliament Thursday outlining their history, experiences, triumphs and regrets. More>>

ALSO:

Resignation Not Accepted: Transport Minister Breaches Aviation Security Rules

"Running late for a plane at Christchurch Airport, I without thought breached airport and airline security rules by entering the gate lounge through a door usually used for exit only..." More>>

ALSO:

TAIC Report: Urgent Recommendations After Melling Rail Accident

The Transport Accident Investigation Commission has made four urgent recommendations to KiwiRail following the accident two months ago (27 May) when a Matangi passenger train collided with a stop block at Melling Station, Lower Hutt. More>>

ALSO:

Red Tape: Local Regulations Go Under Microscope

The Government says it is accepting nearly all of the recommendations the Productivity Commission has made on ways to improve local regulations. More>>

ALSO:

Spending Questions: Claudette Hauiti To Step Aside At Election

National Party President Peter Goodfellow confirms that he has received notification from List MP Claudette Hauiti that she plans to step aside at the 20 September election. More>>

ALSO:

EPA: Board Of Inquiry Rejects Basin Flyover By Majority Of 3 To 1

The independent Board of Inquiry delegated to decide on the Basin Bridge Proposal has, by a majority decision (3 to 1), cancelled the Transport Agency’s Notice of Requirement and declined its resource consent applications for the construction, operation and maintenance of a flyover on State Highway 1 in Wellington City... More>>

ALSO:

Get More From Scoop

 

LATEST HEADLINES

 
 
 
 
 
 
Regional
Search Scoop  
 
 
Powered by Vodafone
NZ independent news