实例探究 > NSW Government Licensing Service

NSW Government Licensing Service

公司规模

Large Corporate

地区

Pacific

国家

Australia

产品

Zendesk
Microsoft Team Foundation Services
Clickatell

技术栈

API Integration
SaaS
Mobile Apps

实施规模

Enterprise-wide Deployment

影响指标

Productivity Improvements
Customer Satisfaction
Digital Expertise

技术

平台即服务 (PaaS) - 连接平台
应用基础设施与中间件 - API 集成与管理

适用功能

商业运营

用例

远程控制

服务

系统集成
软件设计与工程服务
培训

关于客户

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.

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挑战

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.

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解决方案

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.

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运营影响

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.

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数量效益

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.

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