by George Nott

Transport for NSW moves work management and CRM to the cloud

Jun 07, 2016
Cloud ComputingCRM SystemsGovernment

Transport for NSW is moving its service desk and work management systems to the cloud.

The new ServiceNow shared services platform includes a workflow and CRM solution for back office operations and a self-service customer app to ease the load on the service desk.

The platform, which will be implemented by RXP Services, will give managers access to real time analytics including service performance trends and SLAs, instant customer satisfaction data and real-time demand management and service cost analysis across shared services.

Transport for NSW, which is responsible for the planning and delivery of the state’s public transport services and infrastructure, had been using a legacy system which relied heavily on manual processing of customer requests. These were captured through several help desks and other non-integrated channels.

“An organisation like Transport for NSW that operates to such a tight timetable for service delivery needs an equally agile and robust enterprise shared services platform,” said David Oakley, CEO, ServiceNow ANZ.

“Implementing this project is an exciting opportunity for us to demonstrate the best practice workflow management platform design and delivery expertise of RXP Services combined with the power of the ServiceNow platform.”

The service desk will be updated with tools including integrated voice response, computer telephony integration, and a new self-service customer query application will provide advanced knowledge base search capabilities.

RXP Services Ltd has been chosen as the prime contractor to implement the end to end solution over three years across processes including HR, payroll, finance, facilities and project services.

In April, Transport for NSW awarded a $100 million, three year outsourcing contract to CSC to provide network managed services across its 1,200 sites.