Case Studies > NSW Government Licensing Service

NSW Government Licensing Service

Customer Company Size

Large Corporate

Region

Pacific

Country

Australia

Product

Zendesk
Microsoft Team Foundation Services
Clickatell

Tech Stack

API Integration
SaaS
Mobile Apps

Implementation Scale

Enterprise-wide Deployment

Impact Metrics

Productivity Improvements
Customer Satisfaction
Digital Expertise

Technology Category

Platform as a Service (PaaS) - Connectivity Platforms
Application Infrastructure & Middleware - API Integration & Management

Applicable Functions

Business Operation

Use Cases

Remote Control

Services

System Integration
Software Design & Engineering Services
Training

About The Customer

The New South Wales Government Licensing Service (GLS) processes business, occupational, recreational, and community service licenses, as well as various other types of certificates, notifications, permits, and registrations across the Australian region. As of May 2011, the service managed more than 4.78 million licenses across 90 different license types, issued in 900 license classes by more than 20 regulatory divisions of the NSW Government. GLS serves a broad internal customer base, including more than a hundred first-level business support staff assisting 2,800 public sector users in various government agencies.

The Challenge

The New South Wales Government Licensing Service (GLS) faced the challenge of providing better service, reducing red tape, and minimizing IT costs. They needed an efficient way to handle an increasing number of second-level support requests from more than a hundred first-level business support staff assisting 2,800 public sector users in various government agencies. The existing service desk solution was difficult for non-technical users to use, low on customer usability, and required in-house maintenance, upgrades, and management, which was a distraction from GLS' core business. Integration with other platforms and systems was not possible without direct involvement of external consultants and significant costs.

The Solution

GLS implemented Zendesk, a software-as-a-service (SaaS) help desk solution, to address their challenges. Zendesk's user-friendly web interface and open API allowed GLS to build custom integrations with numerous systems, such as Microsoft Team Foundation Services. This integration enabled GLS to push product enhancement requests directly into their product development database and manage them as part of the next release. Zendesk's intuitive interface and flexible features enhanced communication and collaboration among GLS employees. The transition to Zendesk coincided with a 25% increase in GLS' customer base, and the new system allowed them to support more customers without increasing staff. The convenience of submitting and replying to support tickets entirely by email, along with the use of Zendesk's mobile apps, further improved the efficiency of GLS' support services.

Operational Impact

Improved communication and collaboration among GLS employees with full agent-level access to Zendesk.
Eliminated the possibility of help desk emails falling through the cracks by centralizing communication on one system.
Enabled support services to extend to weekends and off-hours with the flexibility of managing tickets by email.
Enhanced the efficiency of the GLS business team in managing development requests by logging them as support tickets in Zendesk.
Plans to expand the use of Zendesk's forums for self-service support and integrate with Clickatell for critical notifications.

Quantitative Benefit

Managed more than 4.78 million licenses across 90 different license types.
Increased customer base by more than 25% without increasing the number of staff.