Datacom has landed a $35 million contact centre deal with the the newly formed Department of Home Affairs as the government looks to modernise its citizenship services.
The three-year contract was awarded to Datacom Connect, the contact centre subsidiary of the trans-Tasman IT provider. Datacom Connect will establish a contact centre to provide customer service and information to people looking to relocate to Australia.
Datacom Group chief executive Jonathan Ladd said the department was looking for a cost-effective service that would reduce wait times for the 1.5 million customer enquiry calls every year.
“To be awarded the department’s immigration client enquiry contract after a rigorous procurement process demonstrates Datacom’s leadership and innovation in the provision of customer care services in Australia," he added.
The department's current services will be consolidated from three globally distributed contact centres in Sydney, the UK and Canada into a single location in Australia. The transition is expected to be fully implemented by mid-2018.
The Department of Home Affairs was announced in July 2017 and officially stood up on 20 December.
It combines the entirety of the Department of Immigration and Border Protection, along with functions from the Attorney-General's Department, the Department of Infrastructure and Regional Development, the Department of Social Services and the Department of the Prime Minister and Cabinet.
Peter Dutton is being promoted from Minister for Immigration and Border Protection to Minister for Home Affairs.
Datacom said it has already started recruiting for new roles to fulfil the contract, including customer service agents, specialist training and leadership roles. A total of 250 Datacom staff will be based in the customer care operations, training facility and IT hub in Adelaide to provide services to the department.
Datacom Connect managing director Kirsty Hunter said the contract would build on the company's success with other government clients.
“We have already seen how the application of contemporary technologies has supported the migration to digital engagement with customers, through the successful introduction of the virtual assistant ‘Alex’ at IP Australia. We are excited about what we can create and develop with the Department of Home Affairs.”
Datacom Connect renewed its contact centre deal with the Australian Taxation Office in September last year, joining Serco, Probe Group and Stellar Asia Pacific as part of the combined $286 million contract which will run until February 2020.