Fair Work Ombudsman launches self-service MyPortal

FWO hopes online customer portal will releive pressure on other channels

The Office of the Fair Work Ombudsman (FWO) has launched an online customer portal based on software by Elcom.

MyPortal has been designed to let FWO customers self-manage their workplace relations needs using a secure login. FWO issued a request for tender for the software in September and awarded the contract to Elcom in December 2012.

Before the portal, the FWO engaged with customers through a call centre, online chat and email correspondence. In its request for tender, the FWO said it receives 880,000 calls, holds 50,000 chat sessions and writes 40,000 email responses per annum. The office said it hoped the new portal would reduce pressure on those channels.

“Technology has changed the way we access and absorb information,” according to Fair Work Infoline executive director, Michael Clark. “Between 2011 and 2012, we dealt with almost 800,000 requests for assistance over phone, live chat, email and mail. Our website also experienced over 6.5 million visits over that year.

“The demand to deliver services 24/7 is growing; engagement requirements differ from user-to-user; and as an organisation we need to ensure that we have the ICT infrastructure to adapt and meet strategic objectives."

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