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Tasmania consolidates Government call centres

Tasmania consolidates Government call centres

Proving that call centre opportunities are available for smart channel partners, Tasmanian-based VAR Workflow Solutions recently deployed a Remedy help desk solution and central data and processing system to consolidate Tasmania's three Health and Human Services IT systems and offices into a single entity.

Stage one of this process was completed last year. The Department is now initiating the extension of the original contract to install Remedy's Web-based applications and possibly its remote data access system, The Remedy Link for the Palm Computing Platform.

Running on Windows NT and an SQL server, the entire system is easily updated and will "grow to fit our business", said Noelene Kelly, Department of Health and Human Services IT support manager, explaining Remedy's and Workflow Solutions' successful tender.

"The Remedy Action Request System was the logical choice as it could easily be used across the state-wide network and could be customised to suit the differing needs of offices' specific requirements," she added.

Servicing 10,000 employees and receiving 2000 submissions per month, Remedy's Action Request System incorporates a call centre that can log, track and report on all calls received.


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