VicRoads provides public access to the statewide roads infrastructure through its Registration and Licensing division (R&L) which is responsible for over 21 million transactions annually - such as driver licence testing, vehicle registrations, ‘fitness to drive’ reviews and licensing decisions through its medical review area and maintaining customer records.
Under the banner of its ‘One Workforce’ initiative, VicRoads has seen a dramatic channel shift to online transactions. Web transactions have seen 27 per cent growth in the last three years, putting the agency on track to serve 60 per cent of all transactions online by the end of next year.
This was achieved through a combination of stakeholder consultation, process reorganisation, and investment in new tools to enable more flexible working on the part of the agency’s staff.
This has enabled its 100-seat purpose-built call centre to spend more time focusing on exception-handling and higher value transactions, which has contributed to improvements in service quality and productivity. Calls answered has risen from 66 per cent in 2011, to 91 per cent today - with average waiting times reduced by over a third.
As simple repetitive transactions have been pushed online, staff are left with higher value and more varied service interactions, and job satisfaction and staff retention have improved. Customer compliments are rising steadily as is recognition by leaders for good work by individuals and teams - with the latest customer satisfaction survey hitting 90 per cent for the first time.
Finally, increases in efficiency, and a reduction in the use of temporary staff has enabled the agency to reduce operating costs by A$5 million (US$4.65 million), and these savings are expected to double by the end of next year.
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Autor(en)/Author(s): James Smith
Quelle/Source: futureGov, 02.09.2014
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