Case Study: NSW Department of Communities and Justice (DCJ) achieves same-day client outcomes with Genesys Engage

Agile cloud solution empowers agents to provide same-day customer outcomes

The NSW Department of Communities and Justice (DCJ) Housing Contact Centre supports vulnerable people with public housing, bonds, rental brokering and homelessness referrals. Serving about 1 million voice and email interactions a year (including 230,000 homelessness calls) across 400 agents, DCJ’s legacy on‑prem contact centre and largely manual processes created backlogs, poor visibility and long response times — prompting a goal to deliver same‑day outcomes and a need to modernise.

DCJ deployed Genesys Engage’s cloud contact centre (inbound/outbound, business automation, ACD, workforce optimisation and email) to unify channels, automate routing and improve agent collaboration and visibility. The change enabled a rapid remote‑work rollout (400 agents in 2.5 weeks), fewer transfers and faster handling — yielding a 30% drop in call handling time, 48% less time on outbound campaigns, 100% of calls recorded and a 20% reduction in escalations, positioning DCJ to meet its same‑day outcome goal.

NSW Department of Communities and Justice (DCJ)

Wendy Keith

Director, Housing Contact Center