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

 

Spy Update: Appointment Of GCSB Acting Director

GCSB Chief Legal Advisor Lisa Fong will become the Acting Director of the Government Communications Security Bureau (GCSB) from 15 February 2016, Minister Responsible for the GCSB Christopher Finlayson announced today. More>>

Protests Close Roads: TPP Signed In Auckland

“TPP was signed by Australia, Brunei Darussalam, Canada, Chile, Japan, Malaysia, Mexico, New Zealand, Peru, Singapore, the United States and Viet Nam.” More>>

ALSO:

Emails Behind 'Diplomatic Immunity' Case: Whitehead Report Released

“As previously indicated the conclusions reached by Mr Whitehead’s investigation are not unexpected but they are very disappointing,” Mr Mccully says. “At the heart of the matter is a single email, along with procedural shortcomings, which gave Malaysian officials the impression it would be acceptable for Mr Rizalman to return to Malaysia." More>>

ALSO:

Gordon Campbell: On The Treaty/TPP Overlap, And Iowa

The fears about the ISDS provisions in the Trans Pacific Partnership deal are well-founded. The reality is that there is a sharp uptick in the occurrence of ISDS litigation in developed countries, and even the right wing likes of The Economist have been souring on the process for some time. More>>

ALSO:

Christchurch Red Zone Offers: Fresh High Court Proceedings

Grant Cameron, Solicitor for the Quake Outcasts said “the action seeks judicial review of the Crown’s recent decision to make a fresh offer to purchase properties from uninsured property owners in red zones. More>>

ALSO:

PM's Post-Cabinet Press Conference: Waitangi And TPP

Prime Minister John Key on Tuesday said his office has received an invitation for him to visit the Lower Marae on Waitangi Day, but was waiting for a meeting of the Te Tii Marae Trustees. More>>

ALSO:

Flagged: 'Wrong Colour' Bridge Flag To Change

NZ First: Only 13 days after National trumpeted its legally questionable flag on Auckland Harbour Bridge, it is now coming down because it is the wrong colour... “Mr Key’s latest flag fiasco is another waste of taxpayers' money. Given it is coming down, down is exactly the location where it should remain. More>>

ALSO:

School's In: Children Head Back To School

“Across the whole of this year we expect 61,820 five year olds will begin their primary schooling for the first time,” says the Ministry of Education head of sector enablement and support Katrina Casey. More>>

ALSO:

Dog & Lemon: FBI Disagrees With NZ Government Over Police Chases

Multiple studies, quoted by the FBI, show that once suspects realise they're no longer being chased; they tend to slow down to normal driving speeds and therefore become far less of a risk. The FBI report also categorically rejected the argument that abandoning police chases meant ‘giving in’ to offenders. More>>

ALSO:

Get More From Scoop

 

LATEST HEADLINES

 
 
 
 
 
 
 
 
 
Regional
Search Scoop  
 
 
Powered by Vodafone
NZ independent news