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 Case Studies > Project Services |
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Project services case studies
Telephony strategy and plan
- The Australian Taxation Office operates one of Australia’s largest call centre operations.
2000+ staff in 12 locations receiving over 12 million calls a year
- Working with NEC Data Agility developed the way forward for the ATO’s telephony capability for the
next three to five years
- The Telephony Directional Statement detailed how telephony achieves business goals, in the context
of the ATO’s ‘Easier, Cheaper and more Personalised’ agenda, specifically:
- More explicit linkage between corporate goals, executive key performance indicators and team and
individual targets in the front line
- Higher return on technology, site and infrastructure investment
- Technology supporting operational and channel strategy and the achievement of business goals:
e.g. binding oral advice over the phone
- Making it easier for clients to comply by developing client confidence and usage of services
such as secure self service through IVR’s and natural language speech recognition
- This was followed by a development and deployment of a ‘Telephony Roadmap’ which brought the
strategy to life with the five business lines by addressing people, process, data and technology
requirements
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Telephony program management
- Since 2003 Data Agility has been working closely with NEC managing the ATO telephony program
- The Australian Taxation Office operates one of the largest and most complex call centre operations
in the country with over 2000 staff in 12 locations receiving over 12 million calls a year
- The program management role covers the telephony infrastructure and product deployment. The focus
is on turning strategy into reality by delivering projects on-time, on budget, at lower risk by
- Improving project process and performance
- Prioritising and scheduling projects to maximise benefits
- Managing key ATO stakeholders, project partners eg Genesys
- Projects completed within the program include
- Call back
- Notification of caller wait-time
- Genesys V7 licensing and deployment
- Genesys Voice portal deployment
- CRM telephony integration
- Call control and management
- Reporting and analysis framework
- Strategy implementation roadmap
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Customer management assessment and plan
- Charles Sturt University is one of Australia’s largest and most geographically disbursed Universities.
It has a very high proportion of distance education student, many from overseas
- Data Agility provided CSU a recommendation on deployment of CRM technology. The recommendation was
based on an assessment of the principal business opportunities a CRM approach presented: for example
- identifying and addressing high first year student attrition rates
- improving student enrolement through closed loop marketing
- The assessment also reviewed existing and proposed client contact business processes & technology
within CSU with the objective of improving student retention, reducing operational cost and enabling
CSU to be a data-driven organisation
- Data Agility delievered a plan for the implememtation of a customer management approach that including
Indicative timing and costs.
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Software selection and evaluation
- A leading Australian financial institution needed a consistent and more efficient budgeting,
forecasting and financial reporting process
- A rapid selection process was required to allow time for implementation before the next annual
budgeting cycle
- Data Agility was engaged to lead ‘fast-track’ software selection process which was completed in six
weeks—a first for the client
- The selection process included a full business case for a multi-million dollar investment and
deployment across over 800 users
- Data Agility’s business analysts have provided ongoing support and product expertise through
implementation and subsequent extension of core functionality
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SOA solution direction
- Data Agility’s client is a major Australian financial services organisation
- Data Agility has led the establishment and ongoing enhancement and support of a central component of
the organisation’s service-oriented architecture (SOA)
- The application manages insurance premium rating rules maintained by product underwriting users and
propagated across multiple front- and back-end applications. Development time entailed in deploying
rate changes has reduced from up to six months to a matter of days or hours.
- Data Agility’s technical architecture and process management expertise—across multiple legacy and
strategic development platforms has delivered
- enhancements to improve useability, robustness and performance
- automatic, secure and auditable methods of rapidly migrating rate changes across platforms
- clarity of process and accountability between different project teams and support groups
- Data Agility has applied agile software development principles in the support and ongoing maintenance
of the solution. These include
- close collaboration and feature-driven review of priorities with user representatives
- team-based problem solving
- adherence to strong architecture and design principles
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