NSW RTA drives into workforce management

Improved efficiency a key business outcome

The NSW Roads and Traffic Authority will implement a workforce management solution at its main call centre to improve business process visibility and customer service.

Located in Newcastle, NSW, the RTA contact centre has some 200 agents responding to more than 3 million phone calls per year, in addition to fax and e-mail contacts.

Being the main contact centre with 41 skill sets, the RTA has issued a request for proposal for the supply, implementation, and maintenance of a workforce management system that best meets its business requirements.

The business objectives to be met by adoption of a workforce management system include improved customer service, efficiency, rostering, agent satisfaction, and "visibility across the entire centre to provide real time queue management".

It is also anticipated the new system will reduce workloads and the double entry of payroll information.

With more than 4.8 million motor vehicles and 4.3 million drivers in NSW, the RTA's IT infrastructure must cope with some 22 million registration and licence transactions every year.

The RTA employs about 6900 full-time staff in more than 180 offices throughout the state, including over 120 motor registries.

The closing date for proposal lodgement is December 17, 2007, with the successful suppliers notified in March 2008.

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