Case Study: Service NSW achieves rapid crisis response and scalable remote services with Genesys Cloud CX

Service NSW - Customer Case Study

Service NSW is the New South Wales government agency that provides access to services for millions of citizens. Faced with extreme demand during the 2019 bushfires and the COVID‑19 pandemic, the agency needed to improve crisis-management, rapidly scale staffing and remote working, and roll out new citizen-centric services while protecting staff wellbeing.

By adopting Genesys Cloud CX, Service NSW unified multichannel contact handling, spun up disaster and COVID hotlines in hours, and scaled capacity dramatically (staffing rose 733%, calls from ~2,000 to 25,000 over a weekend). The agency supported over 1 million residents in 2020, launched six new services, deployed a chatbot that handles 54,000 weekly inquiries with ~74% first-contact resolution, and now answers 64% of calls within 60 seconds.

Service NSW

Paul Taylor

Customer Service Representative