Extraordinary act of supplier selflessness keeps council call centre working for Aucklanders

Extraordinary act of supplier selflessness keeps council call centre w…

0 개 1,604 노영례

ee8bc38b3e4e58c2bcb733cd48f1405a_1586936240_408.png 

 

Aucklanders contacting Auckland Council for essential services, emergency food supplies and other services can do so thanks to an ‘extraordinary’ act of selflessness by a major supplier.

 

As the council closed its facilities and buildings down to fight the spread of COVID-19, its contact centre still needed to provide both the essential council services that Aucklanders require as well as gearing up to support the new government food distribution programme. This meant that the contact centre needed to have the right processes and technology to meet the needs of the programme.

Sophisticated requirements

Implementing the sophisticated requirements to stand up the programme, all while handling the 3000+ daily calls and emails was not without its challenges, and something that would have ordinarily taken around three months. 

However, thanks to the help that Vodafone NZ provided, it was done within 24 hours. As well as helping to set the call centre up, which meant having 85 call centre staff able to take the calls, it helped create a sophisticated call triage system to allow people calling council for essential services to reach the right agent. 

Auckland Council Director of ICT, Mark Denvir, says the help provided by Vodafone was critical in ensuring the council could continue to serve the people of Auckland that need the help the most.

“We were contacted by Vodafone as early as March 22 as we were starting to come to terms with the implications of what any potential council service reduction meant for council operations,” says Mark.

“Vodafone provided a full complement of System Engineers, Account Managers, Service Delivery Managers and Business Solution Consultants to work tirelessly with us to design, build, test and deploy a new queueing system for the main council telephone line - all within 24 hours. It was something we could not have done on our own,” he says.

Vodafone also negotiated on behalf of the council to provide it with an additional 100 licences for staff to better utilise its email facility, which enabled the council to clear a 3000-email backlog.

That now means customers will have email queries dealt with a lot faster going forward and the results are already showing, says Mark.

Extraordinary selflessness

“This has allowed the customers with needs under the essential service umbrella to be served first, and we are incredibly grateful to Vodafone whose demonstration of extraordinary selflessness is something that I have rarely seen in my entire career.”

Vodafone Enterprise Director Lindsay Zwart says she is very proud of how the team came together to ensure that Auckland Council could continue providing essential services to Aucklanders throughout the lockdown.

“In the lead up to the Alert Level 4 COVID-19 lockdown in New Zealand we had a huge number of requests from customers to assist with business continuity plans,” she says. “The team have been under extreme pressure to deliver solutions in a short timeframe that will keep essential services running.

“We understand how important Auckland Council is to keeping Aotearoa’s largest city running and therefore prioritised the work needed to keep the Council lines operating despite the lockdown. I’m extremely proud of the hard work all our teams have put in to keep New Zealand connected.” 

 

출처 : Auckland Council News

7,441 community cases; 398 hospitalisations; …

댓글 0 | 조회 688 | 2022.05.13
Today we are reporting7,441 community cases, 398 hospitalisations and 29 deaths.Today’s seven-day rolling average of community case numbers is 7,548– … 더보기

Avoid COVID reinfection this winter

댓글 0 | 조회 722 | 2022.05.13
The Ministry has published guidance for health professionals on reinfection from COVID-19.Winter is just around the corner and with it, a risk of catc… 더보기

9,392 community cases; 398 hospitalisations; …

댓글 0 | 조회 824 | 2022.05.12
Today we are reporting 9,392 community cases, 398 hospitalisations and 9 deaths. Today’s seven-day rolling average of community case numbers is 7,533 … 더보기

7,970 community cases; 381 hospitalisations; …

댓글 0 | 조회 987 | 2022.05.11
Today we are reporting 7,970 community cases, 381 hospitalisations and 28 deaths.Today’s seven-day rolling average of community case numbers is 7,420 … 더보기

9,173 community cases; 385 hospitalisations; …

댓글 0 | 조회 824 | 2022.05.10
Today we are reporting 9,173 community cases, 385 hospitalisations and 14 deaths. Today’s seven-day rolling average of community case numbers is 7,927… 더보기

NZ First Home Buyers suffer in market downtur…

댓글 0 | 조회 1,649 | 2022.05.09
The presence of New Zealand first home buyers (FHBs) has fallen sharply this year, losing significantmarket share from the record highs recorded in th… 더보기

6,407 community cases; 368 hospitalisations; …

댓글 0 | 조회 1,025 | 2022.05.09
Today we are reporting 6,407 community cases, 368 hospitalisations and 2 deaths.Today’s seven-day rolling average of community case numbers is 7,479– … 더보기

5,647 community cases; 350 hospitalisations; …

댓글 0 | 조회 925 | 2022.05.08
Today we are reporting 5,647 community cases, 350 hospitalisations and 3 deaths.Today’s seven-day rolling average of community case numbers is 7,510– … 더보기

6,745 community cases; 339 hospitalisations; …

댓글 0 | 조회 889 | 2022.05.07
Today we are reporting 6,745 community cases, 339 hospitalisations and 12 deaths. Today’s seven-day rolling average of community case numbers is 7,512… 더보기

7,347 community cases; 363 hospitalisations; …

댓글 0 | 조회 814 | 2022.05.06
Today we are reporting7,347community cases, 363 hospitalisations and 24 deaths.Today’s seven-day rolling average of community case numbers is 7,555– l… 더보기

8,609 community cases; 386 hospitalisations; …

댓글 0 | 조회 833 | 2022.05.05
Today we are reporting 8,609 community cases, 386 hospitalisations and 20 deaths. Today’s seven-day rolling average of community case numbers is 7,684… 더보기

8,454 community cases; 481 hospitalisations; …

댓글 0 | 조회 1,111 | 2022.05.04
Today we are reporting 6,745 community cases, 339 hospitalisations and 12 deaths.Today’s seven-day rolling average of community case numbers is 7,512–… 더보기

Celebrating our firefighters on International…

댓글 0 | 조회 642 | 2022.05.04
Today is International Firefighters’ Day, Whakanuia Ngā Kaipatuahi, a day when people around the world celebrate the mahi of all firefighters, past an… 더보기

Property market weakens further, outlook rema…

댓글 0 | 조회 833 | 2022.05.04
CoreLogic’s House Price Index (HPI), which is the most robust measure of property value change in themarket, shows the NZ property market has weakened… 더보기

9,109 community cases; 481 hospitalisations; …

댓글 0 | 조회 942 | 2022.05.03
Today we are reporting 9,109 community cases, 481 hospitalisations and 20 deaths. Today’s seven-day rolling average of community case numbers is 7,943… 더보기

Changes for ships’ crew entering NZ

댓글 0 | 조회 663 | 2022.05.03
From 11:59pm 2nd May, an amendment order removes the requirement for people currently permitted to arrive via the maritime border to do so without nee… 더보기

6,636 community cases; 480 hospitalisations; …

댓글 0 | 조회 884 | 2022.05.02
Today we are reporting 6,636 community cases, 480 hospitalisations and seven deaths.Today’s seven-day rolling average of case numbers is7,553 – last M… 더보기

5,656 community cases; 466 hospitalisations; …

댓글 0 | 조회 856 | 2022.05.01
Today we are reporting 5,656 community cases, 466 hospitalisations and six deaths.Today’s seven-day rolling average of case numbers is7,414 – last Sun… 더보기

7,043 community cases; 468 hospitalisations; …

댓글 0 | 조회 1,141 | 2022.04.30
Today we are reporting 7,043 community cases, 468 hospitalisations and seven deaths. The seven-day rolling average of case numbers today is 7,415 – a … 더보기

8,242 community cases; 480 hospitalisations; …

댓글 0 | 조회 771 | 2022.04.29
Today we are reporting 8,242 community cases, 480 hospitalisations and 14 deaths.Today’s seven-day rolling average of case numbers is 7,540– a reducti… 더보기

Business Credit Demand down 9.2% during the M…

댓글 0 | 조회 813 | 2022.04.29
Asset Finance growth continues to grow; Trade Credit steady but remains below pre-COVID levelsEquifax NZ Quarterly Business Credit Demand Index: March… 더보기

9,047 community cases; 484 hospitalisations; …

댓글 0 | 조회 1,050 | 2022.04.28
Today we are reporting 9,047 community cases, 484 hospitalisations and 13 deaths.Today’s seven-day rolling average of case numbers is7,705 – similar t… 더보기

9,830 community cases; 473 hospitalisations; …

댓글 0 | 조회 967 | 2022.04.27
Today we are reporting 9,830 community cases, 473 hospitalisations and 23 deaths.Today’s seven-day rolling average of case numbers is7,884 – similar t… 더보기

New ‘Quit’ campaign provider announced

댓글 0 | 조회 716 | 2022.04.27
The Ministry of Health has contracted VMLY&R in partnership with Native Voice and Bright Sunday to deliver a multi-platform, multi-year media campaign… 더보기

6,380 community cases; 508 hospitalisations; …

댓글 0 | 조회 815 | 2022.04.26
Today we are reporting 6,380 community cases, 508 hospitalisations and four deaths.Today’s seven-day rolling average of case numbers is8,085 – last Tu… 더보기

5690 community cases; 514 hospitalisations; 1…

댓글 0 | 조회 736 | 2022.04.25
Today we are reporting 5,690 community cases, 514 hospitalisations and 10 deaths.Today’sseven-dayrolling average of cases is 8,355, while the seven-da… 더보기

5662 community cases; 490 hospitalisations; 2…

댓글 0 | 조회 829 | 2022.04.24
Today we are reporting 5,662 community cases, 490 hospitalisations and nine deaths. Today’s seven-day rolling average is 8,435, and the seven-day roll… 더보기

Anzac Day Parades & Services 2022 in Auckland

댓글 0 | 조회 1,244 | 2022.04.24
Anzac Day is a time to reflect on the servicemen and servicewomen, past and present, who have displayed courage and self-sacrifice serving our country… 더보기

7,930 community cases; 494 hospitalisations; …

댓글 0 | 조회 1,004 | 2022.04.23
Today we are reporting 7,930 community cases, 494 hospitalisations and 19 deaths. Today’s seven-day rolling average is 8,475, while the seven-day roll… 더보기

Survey results show safety of COVID-19 vaccin…

댓글 0 | 조회 719 | 2022.04.23
The Ministry of Health’s Post Vaccine Symptom Check survey results show that most tamariki aged 5 to 11 did not experience a reaction after receiving … 더보기

9,390 community cases; 522 hospitalisations; …

댓글 0 | 조회 890 | 2022.04.22
Today we are reporting 9,390 community cases, 522 hospitalisations and 13 deaths. Today’s seven-day rolling average is 8,166, while the seven-day roll… 더보기

10,294 community cases; 524 hospitalisations;…

댓글 0 | 조회 944 | 2022.04.21
Today we are reporting 10,294 community cases, 524 hospitalisations and 18 deaths. The seven-day rolling average of case numbers continues to decline,… 더보기

11,217 community cases; 13 deaths; 547 hospit…

댓글 0 | 조회 865 | 2022.04.20
The IT network issue that affected reporting of most of our data earlier today has now been resolved. The updated statement is below.Today we are repo… 더보기

COVID-19 Vaccine Independent Safety Monitorin…

댓글 0 | 조회 667 | 2022.04.20
From February 2021 to November 2021, the COVID-19 Vaccine Independent Safety Monitoring Board (the Board) met to review and discuss safety data for th… 더보기

Commemorating Anzac Day

댓글 0 | 조회 728 | 2022.04.20
Auckland Council and the Auckland RSA (Returned Services Association) have come together to provide plenty of opportunities for all Aucklanders to hon… 더보기

Record high dwelling consents add further str…

댓글 0 | 조회 641 | 2022.04.20
A surge in new building consents is piling extra pressure on New Zealand’s construction industry, which is already under considerable strain due to su… 더보기

8,270 community cases, 5 deaths today

댓글 0 | 조회 1,096 | 2022.04.19
Today we are reporting 8,270 community cases and five deaths. There are 572 people in hospital and 19 people in ICU.The seven-day rolling average of c… 더보기

6,242 community cases, 11 deaths, 553 hospita…

댓글 0 | 조회 954 | 2022.04.18
Today we are reporting 6,242 community cases, 553 hospitalisations and 11 deaths.The seven-day rolling average of case numbers continues to decline,wi… 더보기

5933 community cases, 10 deaths, 537 hospital…

댓글 0 | 조회 843 | 2022.04.17
Today we are reporting 5,933 community cases, 537 hospitalisations and 10 deaths. The seven-day rolling average of case numbers continues to decline, … 더보기

13,636 community cases, 30 deaths in past two…

댓글 0 | 조회 913 | 2022.04.16
Today we are reporting 13,636 community cases (7,763 on Friday and 5,748 today), and 30 deaths (20 on Friday and 10 today) over the past two days sinc… 더보기

9,563 community cases; 528 hospitalisations; …

댓글 0 | 조회 867 | 2022.04.14
Today we are reporting 9,563 community cases, 528 hospitalisations and 16 deaths.The seven-day rolling average of case numbers continues to decline,wi… 더보기

Ministry of Health launches $9 million COVID-…

댓글 0 | 조회 749 | 2022.04.14
Following Health Minister Andrew Little’s announcement yesterday, the Ministry of Health is gearing up to consider applicationsfor the newly available… 더보기

Reserve Bank goes big and mortgage rates have…

댓글 0 | 조회 1,136 | 2022.04.13
There was never any doubt that the official cash rate (OCR) would be increased today. The only uncertainty was how big the rise would be, and in the e… 더보기

9,495 community cases; 551 hospitalisations; …

댓글 0 | 조회 982 | 2022.04.13
Today we are reporting 9,495 community cases, 551 hospitalisations and 15 deaths.The seven-day rolling average of case numbers continues to decline,wi… 더보기

11,063 community cases; 622 hospitalisations;…

댓글 0 | 조회 911 | 2022.04.12
Today we are reporting 11,063 community cases, 622 hospitalisations and 16 deaths.The seven-day rolling average of case numbers continues to decline,w… 더보기

Third death considered linked to COVID-19 vac…

댓글 0 | 조회 684 | 2022.04.12
The COVID-19 Vaccine Independent Safety Monitoring Board (the Board) has notified the Ministry of Health of a third death in New Zealand considered to… 더보기

7,592 community cases; 640 hospitalisations; …

댓글 0 | 조회 937 | 2022.04.11
Today we are reporting 7,592 community cases, 640 hospitalisations and 11 deaths.The seven-day rolling average of case numbers continues to decline,wi… 더보기

6,718 community cases; 604 hospitalisations; …

댓글 0 | 조회 875 | 2022.04.10
Today we are reporting 6,718 community cases, 604 hospitalisations and 12 deaths.The seven-day rolling average of case numbers continues to decline,wi… 더보기

8,531 community cases; 635 hospitalisations; …

댓글 0 | 조회 989 | 2022.04.09
Today we are reporting 8,531 community cases, 635 hospitalisations and 11 deaths.Case numbers are continuing to decline, along with the seven-day roll… 더보기

9,906 community cases; 626 hospitalisations; …

댓글 0 | 조회 861 | 2022.04.08
Today we are reporting 9,906 community cases, 626 hospitalisations and 10 deaths.Case numbers are continuing to decline, along with the seven-day roll… 더보기