Pursuing a digital approach to connect with clients
The New South Wales Department of Communities and Justice (DCJ) provides services aimed at improving the lives of disadvantaged individuals, families, people with disabilities and communities. Under the DCJ, the Housing Contact Center facilitates requests for public housing, helps people broker the private rental market, offers access to interest-free bond loans, and assists homeless and at-risk individuals with information and referrals to non-governmental organizations for temporary accommodation.
To ensure prompt services for the country’s most vulnerable citizens, DCJ Housing has a goal to reduce customer service response times in 2020 and give clients a same-day outcome on their applications. This goal is even more ambitious as it applies to 1,000,000 voice and email interactions per year, including 230,000 calls annually in the homelessness space alone.
Realizing this vision required DCJ Housing to modernize its on-premises legacy systems and streamline the flow of information and services across siloed channels. The agency tapped into the capabilities of the Genesys Engage solution to allow the agency to be more agile and provide same-day outcomes.