Centrelink has made the decision to bring together several telecommunication contracts including telephony services, carriage services, managed contact centre and video conferencing.
Department documents state that it will consolidate contracts from Centrelink, the Child Support Agency and Medicare.
“Australians will have access to more services in one physical location. Where possible, Medicare Australia, Centrelink and Child Support Agency offices will be under the same roof, meaning people can access all the services they need from the one location,” state documents.
The contract, which begins in 2013, will consolidate 20 different arrangements the departments have.
Telephony services will include facilities for the receipt of voice, email, web and other forms of electronic notification. These will include a central toll free telephone number, email address and web site for receipt of all requests.
The telephony offering will include handsets, call management and LAN services while the service provider is to advise, implement, manage and support future technology, such as the convergence of service delivery channels and unified communications.
Centrelink’s video conferencing facility is set to link key state and Canberra offices as well as link meeting rooms across the portfolio, and link staff to customers.
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