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NSW Government Licensing Service
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
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.
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.
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.
运营影响
数量效益
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