Datacom beats six bidders to win $13.4 million Service NSW call centre deal

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Datacom beats six bidders to win $13.4 million Service NSW call centre deal

Datacom Connect has won a contact centre deal worth $13.4 million with Service NSW, which provides a single phone number as an entry point for 40 government entities.

The contract includes provision for technology, desktops, infrastructure and personnel to maintain agreed service levels and allows Service NSW to scale up when necessary.

Service NSW put the outsourcing contract to tender last year "to maximise the best result for taxpayers", a spokesperson told CRN. "Seven providers participated in capability testing and Datacom was found to be successful."

Potential suppliers were sourced from the Australian Taxation Office's outsource labour services panel.

Six suppliers are listed on the government's AusTender website as part of the standing offer arrangement: Concentrix Services, Datacom Connect, Probe Group, Salmat Contact Solutions Australia, Serco Citizen Services and Stellar Asia Pacific.

Service NSW runs a central contact centre where customers can get access to 40 government agencies though the single phone number, 13 77 88.

The centre has served more than 15 million customers and currently the average speed of answer is under four minutes, according to a spokesperson.

"Service NSW uses a combination of in-house teams and an outsource provider, Datacom, to best manage customer demand.

"Under this arrangement, Datacom may be used to resolve low- to mid-complexity calls, provide call support for specific campaigns or events and provide overflow customer call services in periods of high demand.

"This year, Service NSW is supporting a number of new initiatives, including the Active Kids program and CTP reform refund. These new programs are expected to create additional demand, and this new contract with Datacom allows Service NSW to scale up operations as required."

Datacom Connect was revealed in January as the winner of a $35 million contact centre deal with the the newly formed Department of Home Affairs.

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