The Department of Agriculture, Food and the Marine wanted to standardise its call centre operations with a digital infrastructure that streamlined workflows and delivered a unified, consistent customer service to its large and diverse customer base.
DAFM and Codec collaborated to develop a new contact centre platform comprising Microsoft Dynamics 365, Cisco Telephony and bespoke DAFM n-tier applications, enabling streamlined internal processes to provide a unified Customer Engagement Contact Centre (CECC)
The Department of Agriculture, Food and the Marine had been operating two call centres to deal with external farmer queries and other points of contact, resulting in a peak volume of more than 10,000 calls per month. Each call centre used their own methods for managing inbound calls and queues.
DAFM wanted to deliver a unified, consistent and streamlined customer service to its large and diverse customer base by giving operators quick access to relevant information thus making it easier to resolve calls quickly, and at first point of contact.
As a public service supporting farmers, department employees and other representatives from the agriculture industry, the organisation also needed innovative solutions that could secure buy-in from all stakeholders while also offering alignment with the organisation’s broader transformation goals.
“Public sector transformation is unique in the way it must meet expectations across a wide range of stakeholders. As a public body, customer and citizen service is one of the most important measures of success, which means transformation must deliver a clear impact for that audience.”
Through consultation with Codec, DAFM sought an upgraded digital infrastructure that would streamline internal processes to provide a unified Customer Engagement Contact Centre (CECC) and a single view of the customer.
DAFM and Codec collaborated to develop a new contact centre platform comprising Microsoft Dynamics 365, Cisco Telephony and bespoke DAFM n-tier applications. This is the first integration of three major technology platforms in the Irish Civil Service, allowing clients to use their PPS number to pre-authenticate their identity. The custom solution also allows for a multi-channel digital ticketing approach to customer service, whereby a client can contact DAFM by phone, online portal or email. All interactions are recorded to the client timeline. thus supporting the holistic view of the client while providing out-of-hours contact options.
This application also allows for more engaging case management beyond the initial point of contact. Real-time connectivity to operators in other locations, along with mobile and remote access, eliminates the geographical constraints of operating multiple contact centres. Enhanced data reporting and forecasting delivers better performance insight to guide customer experience and process improvements.
Upon completion of its new call centre infrastructure, DAFM was able to deliver a one-stop shop approach to digital customer engagement, achieving new operational efficiencies while delivering a better experience for internal and external customers.
The highlights of this transformation include:
“Codec offered the consultative vision and support our organisation needed to implement important digital transformation infrastructure to improve the efficiency of our call centre operations while supporting our customers with new capabilities and services.”
Head of Digital Transformation, DAFM