Unisys opens GovConnectNSW service desk

Unisys Corporation has opened a new service desk in Rhodes, Sydney, to provide support services to NSW government departments as part of the six-year GovConnectNSW contract.

Unisys won the contract to provide IT support to clients of the state government’s shared service provider ServiceFirst in June 2015.

As part of the contract Unisys has created 128 new positions, almost 90% of which are based in NSW.

The GovConnectNSW service desk went live in December and has already resulted in efficiencies including reducing the average time to answer calls to 50 seconds from 152 seconds, and the number of missed calls by two-thirds.

The first stage of the project has seen Unisys take over support for seven main agencies — the Department of Finance, Services and Innovation; the Department of Premier and Cabinet; the Public Service Commission; Service NSW; the Treasury; NSW Office of the Children’s Guardian; and the Independent Pricing and Regulatory Tribunal — as well as 17 associated and beneficiary agencies.

“We worked with the government to design a solution that kept the vast majority of jobs in NSW and have attracted a smart and enthusiastic workforce for the engagement based here in Rhodes and across the state,” Unisys APAC VP and GM for Enterprise Solutions Tony Windever said.

Image courtesy Unisys.