Delivering Better Citizen Services at Scale

Digital NSW’s Government Technology Platforms (GTP) unit created a cloud-based Virtual Contact Centre (VCC) delivering a unified, high‑availability contact solution for NSW government agencies, supporting 4,800 agents and serving citizens across voice and digital channels

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Before VCC, agencies ran fragmented, on-premise contact systems that were difficult to scale, lacked integration, and posed security risks. When COVID‑19 hit, NSW needed agility to launch emergency hotlines quickly. The existing infrastructure struggled with sudden demand spikes, hindered multi-channel engagement, and failed to provide secure, seamless citizen interactions.

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Digital NSW partnered with Genesys and leveraged CloudWave’s expert consulting (insert your role) to deploy the VCC on a secure, scalable Genesys Cloud CX platform
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Technical highlights include:

• Unified omni-channel routing across voice, web chat, SMS, and email
• Secure integration with Customer Payment Platform for PCI‑compliant payment capture
• Interfaces to Knowledge and Experience Management platforms for agent support
• "Train‑the‑trainer" model and supervisor dashboards for ongoing service adaptation
• 24/7 high‑availability setup capable of rapid scaling during crises with zero downtime

The implementation of the Virtual Contact Centre has delivered measurable improvements across reliability, scalability, and citizen satisfaction. By leveraging a cloud-native solution, Digital NSW gained the agility to scale rapidly during high-demand periods—like emergencies—while improving service consistency across departments. These benefits have not only enhanced day-to-day operations but also strengthened the state’s ability to respond to future challenges with confidence and speed.

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