Case Study: Healthdirect Australia launches a 25,000-calls-a-day National Coronavirus Helpline with Operata

HealthDirect Australia had 5 days to provide a National Helpline, delivering 25,000 calls a day to 1000 agents

Healthdirect Australia, a government-owned not-for-profit organization, was tasked by the Commonwealth of Australia with creating a National Coronavirus Helpline in just five days. The immense challenge was to build a system capable of handling 25,000 calls per day from the public and health professionals, routed to 1,000 agents across the country, to provide critical information and relieve pressure on existing health services.

To ensure the performance and scalability of their Amazon Connect solution, Healthdirect Australia used Operata for automated load-testing and continuous monitoring. Operata simulated massive call volumes, including a test of 5,000 concurrent calls, providing real-time results that gave the team the confidence to launch. The helpline was successfully deployed on time, handling over 25,000 calls daily from day one, with Operata providing ongoing pulse tests and PagerDuty alerts to maintain service assurance.

Healthdirect Australia

Grant Sayer

Chief Technology Officer