Customer Information Centre Manager
Main Roads Western Australia
The Department of Main Roads WA is able to manage burn-out in their agents by developing a supportive working environment
2:05 PM CASE STUDY: Running the Department of Main Road’s 24/7 Information Centre with Under 20 FTE’s
The Department of Main Road’s Western Australian Information Centre has set incredibly high service levels: it is available 24 hours a day, 7 days a week, 365 days of the year. This is all achieved with a small group of 20 FTEs.
- Piloting different programs to manage the workload, such as splitting responsibilities
- Managing during emergencies: how the team dealt with 2017’s year of fires, floods and political upheaval
- Creating contingencies that ensure they can manage on 20 FTEs