The ServiceNow platform will support and provision Transport for NSW service desk and work management requirements for Transport Shared Services.
RXP Services will provide a shared services platform across HR, payroll, finance, facilities and project services.
The new platform replaces a legacy system which relied on manual processing of customer requests and enquiries that were collected through help desks and other non-integrated channels.
The new solution aims to significantly increase the processing of service desk requests, streamline back office operations across a number of channels and reduce costs through introducing a self-service capability.
It will also provide insight into service performance, trends and customer satisfaction levels that will help shape its service strategy.
RXP Services will deliver the ServiceNow platform that includes a workflow and process management CRM solution that will support back-office service desks and assist operational staff and subject matter.
The service desk tools will include integrated voice response, customer technology integration systems and call boards, and a customer self service application.
“An organisation like Transport for NSW that operates on such a tight timetable for service delivery needs an equally agile and robust enterprise shared services platform,” ServiceNow A/NZ CEO, David Oakley, said.