Our work – Citizen Services

Our work – Citizen Services


The work we do in Serco Citizen Services
touches the lives of people across Australia every day. From helping people
access government services, to assisting commuters using public transport, to
improving road safety, we are committed to delivering innovative quality public
services. We make government services easier to access with a really simple recipe
and that is built and designed around the customer at the center. To do that we
need to really understand what the customer journey is and then not get in
the way of that, use really innovative ways to reinvent what that new customer
experience should be and that really differentiates us in our BPO market is
that we’re operating over front counters, call center and digital channels which
means we can handle and integrate a customer experience end-to-end built
around that customer journey. All of this means that we make services seamless for
customers to access. We also bring in that deep expertise from the global
Citizen Service business where we can provide global leverage to bring local
innovation and accelerate great outcomes for our customers. Since 2009, Serco has worked in partnership with Transport for New South Wales to
transform the efficiency and quality of the services provided for public
transport users. The contact centre utilises innovative technologies,
including interactive voice response, integration with real time disruption
messaging, web chat and teletypewriter, which enables hearing and speech
impaired people to use a telephone. These services are directly integrated with
the technology platforms that support the Transport for New South Wales
website, to provide critical real-time information to travellers across the
state. Serco has a great understanding of the
challenges that government faces in delivering its services. We’ve been
running complex operations for government for a really long time.
Innovation is often about shaking something up, but in a public service
environment which only operates at that the trust of the community, it’s
absolutely critical that you understand the regulatory environment,
that you’ve taken the time to put planning in place to make sure that
you’re managing risk for our clients as we’re taking them through innovation and
transformation. So we’ve put a lot of work in to introduce emerging and new
technologies, cutting-edge artificial intelligence and machine learning type
capabilities to drive service automation and service transformation for our
clients, which is improving the access to service for citizens but also driving
down cost for government. Where we’re looking at is how can we bring in new
channels to government and actually drive innovation and transformation
which has benefit of far greater scale than just lower cost and standard
quality, we’re actually trying to break through low cost and high quality, which
should just be expected of us, into innovation and really transformational
type change for our clients. In 2017, the Department of Human Services engaged
Serco to increase Centrelink contact center capacity to reduce call wait
times and make it easier for Australians to access Centrelink services. Within
just 10 weeks Serco had established a contact centre
in Melbourne that was operating at full capacity, with 263 specially trained
local agents responding to calls. The expertise that we bring to government
customers is our ability to scale up for really large scale increases in service
with the government, so we can help government’s achieve their goals. We’re able to recruit and train really quickly, we’ve done that before. We’re
also able to do that and deliver exceptional customer service for that
client. We just make sure that every interaction that a customer service
agent is completing is always putting the customer first, whether they speak to
them on the phone or through a web chat interaction or through a back office
correspondence. I’m really passionate about diversity and making sure that
when we have opportunities such as adding jobs to winning new business,
that a high proportion of those jobs can go to people from diverse backgrounds,
whether that means culturally diverse or people that have a disability I think
it’s really important to build a workforce that has representation from
all areas of the community. We use a few different Job Active
providers that refer candidates to us when we are recruiting large numbers of
people. So of the, say, 850 people we would hire a year,
a quarter of those people would come through the Job Active network and we
have lots of success stories across lots of our businesses. Our goal is to be a
trusted, safe pair of hands for our customers and what I mean by that: you
only earn that right by delivering on your promise continually, so we work
really hard to get that right. We get the trust and respect that they put in us to
deliver those services and the outcomes that the people at the end of the phone
or the end of the counter are looking to get from us. That’s what we do and that’s
what our customers give us great feedback on.

Leave a Reply

Your email address will not be published. Required fields are marked *