8 November 2017
People who make the 1 million plus phone calls to us each year will now have an even better experience, following a recent upgrade to our contact centre’s hardware and software.
The upgrade provides robust, functional technology for the teams who look after phone calls from the public, such as queries about jury service and paying court-ordered fines.
Ministry teams now using the new platform include our contact centre, bailiffs, collections agents working from home, the Collection of Fines at Airports team and Coronial Services.
‘The updated technology and capability will help us to provide great service to the public every day,’ says Bryre Patchell, Group Manager, National Service Delivery. ‘We’ve invested so we can respond to current and future call demand, and ensure efficient and reliable service for our customers.’
He says as well as improving our technology, the investment is expected to save $1.5m per year of taxpayer money over four years.
The technology is also ‘evergreen’ or always current, thanks to a new ‘telecommunications as a service’ arrangement. We lease the hardware and software from a supplier, who maintains and upgrades it.
The Ministry of Justice is one of the first government agencies in New Zealand to use this technology in this way.
See more about cross-agency Telecommunications as a Service(external link).