Case Studies NSW Government Licensing Service

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	NSW Government Licensing Service

NSW Government Licensing Service

Technology Category	Application Infrastructure & Middleware - API Integration & Management Functional Applications - Remote Monitoring & Control Systems Platform as a Service (PaaS) - Connectivity Platforms
Applicable Functions	Business Operation
Use Cases	Remote Control
Services	Software Design & Engineering Services System Integration Training
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. Read More
About 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. Read More
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. Read More Log in to view content
Contents

Technology Category

Application Infrastructure & Middleware - API Integration & Management

Functional Applications - Remote Monitoring & Control Systems

Platform as a Service (PaaS) - Connectivity Platforms

Applicable Functions

Business Operation

Use Cases

Remote Control

Services

Software Design & Engineering Services

System Integration

Training

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.

About 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.

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.

Impact #1	Improved communication and collaboration among GLS employees with full agent-level access to Zendesk.
Impact #2	Eliminated the possibility of help desk emails falling through the cracks by centralizing communication on one system.
Impact #3	Enabled support services to extend to weekends and off-hours with the flexibility of managing tickets by email.

Impact #1

Improved communication and collaboration among GLS employees with full agent-level access to Zendesk.

Impact #2

Eliminated the possibility of help desk emails falling through the cracks by centralizing communication on one system.

Impact #3

Enabled support services to extend to weekends and off-hours with the flexibility of managing tickets by email.

Benefit #1	Managed more than 4.78 million licenses across 90 different license types.
Benefit #2	Increased customer base by more than 25% without increasing the number of staff.

Benefit #1

Managed more than 4.78 million licenses across 90 different license types.

Benefit #2

Increased customer base by more than 25% without increasing the number of staff.

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Overview

NSW Government Licensing Service

Operational Impact

Quantitative Benefit