Critical.
Authoritative.
Strategic.
Subscribe to CIO Magazine »

Tenix cuts training costs rolls with GUI customer app

Project a success thanks to collaboration

Traffic solutions company Tenix has moved its call centre to a graphical user interface system reducing its training costs by 70 per cent.

General manager of delivery and transformation at Tenix, Greg Spicer, outlined the reasons behind the migration and the changes it has made.

“We wanted to migrate from a green screen to a graphical user interface. We had a couple of drivers. We were restricted in our prior system and didn’t want to disturb any legacy code,” Spicer said.

“We didn’t want to have to start re-coding those rules and we also had a lot of security built into that application that we didn’t want to reinvent the security requirements of.”

Spicer said the system was redesigned and it has improved workflow for a number of Tenix clients.

“We identified the mainframe screens that supported our workflow. We then redesigned the screens on the GUI interface and tried to shorten the time with the call. Once we undertook that process, we generated those screens and put them on the web server using different components.”

“We rolled this system out to one of our clients; a Sheriff’s office. They are field based and previously used a Web-based system. They now connect over a 3G broadband network and have the ability on a day by day basis to plan their work and have access to the back end of the system and this makes them make clearer decisions about the people they are collecting debts from,” Spicer said.

Spicer outlined the success of the deployment at this week's Gartner SOA summit in Sydney and said the platform has performed well under pressure for the Victorian Department of Justice.

“One of the reuses of the platform was to work on an amnesty project where people could agree to pay their fines and have certain fees waived in certain matters. We were severely impacted by that as a call centre. Our calls went up over 100 per cent. We needed to come up with quick ways to handle the bulk of the calls so we developed a simple user interface. We used the platform to consolidate onto a single screen which dealt with the bulk of the calls coming in at the time,” he said.

With analysts recently warning collaboration is about more than simply choosing the right product, Spicer said a collaborative approach was important to the success of the project.

“It was really good to have our experts in our call centre influencing the design. The fact we had key users involved helped with the acceptance of the project by our readers.”

“Every time we presented this to staff, they came up with something new that could be tweaked in the system. Striking a balance between getting it right for the users and getting it right for the business was really important,” he said.

Join the CIO Australia group on LinkedIn. The group is open to CIOs, IT Directors, COOs, CTOs and senior IT managers.

More about: Department of Justice, etwork, Gartner, Tenix
References show all

Comments

Post new comment

The content of this field is kept private and will not be shown publicly.
Users posting comments agree to the CIO comments policy.
Login or register to link comments to your user profile, or you may also post a comment without being logged in.
Related Coverage
Related Whitepapers
Latest Stories
Community Comments
Tags: CIO role, customer service, tenix, WebGUI
Latest Blog Posts
Whitepapers
  • HP Security Action Plan for Enterprise Printing and Imaging
    Security is a part of how we work. When you walk through the front door of your office every morning, you probably pass a level of security. At your desk, it’s likely you log in to your computer and access files over a secure server. From security badges and ID cards to network firewalls and software security, it may seem like your organisation has taken every measure to protect its property, people and data. This action plan outlines a step-by-step approach to help you develop a plan that improves the security of your printing and imaging environment and boosts your business.
    Learn more »
  • Six tips for choosing a unified threat management (UTM) solution
    As network security grows more complex, businesses are demanding the simplicity of unified threat management (UTM). Businesses like yours are replacing multiple, outdated and costly appliances from different vendors with a single, reliable UTM solution. The best solutions offer a more powerful way to manage network security today and in the future. UTM also promises to slash your network security management efforts and hardware costs. This whitepaper offers you detailed advice on how to choose the comprehensive unified threat management (UTM) that best suits your business.
    Learn more »
  • Setting a strategy for secure mobile printing
    Where, when and how we work is changing. Increasingly, we’re doing business on the road, at the office without a dedicated workstation and from our home offices. A 2010 InfoTrends survey of more than 1,400 mobile knowledge workers in Brazil, Germany, India, Japan and the U.S. echoes this trend. Respondents reported spending, on average, more than half of their time away from hard-wired network access. Implementing an effective strategy to make printing secure and simple for employees—regardless of where those employees happen to be—can help reduce security risks. Read more.
    Learn more »
All whitepapers
rhs_login_lockGet exclusive access to Invitation only events CIO, reports & analysis.
Recent comments