Local government council

A vibrant local council in Victoria chose Outcomex as one of their trusted providers to help them in implementing a modern collaboration solution. This solution would fit with the council’s existing infrastructure and provide enhanced, seamless, cross-channel communication engagement, improving customer experience and reducing contact centre agent and staff frustration.

By implementing modern collaboration tools that integrated seamlessly with the council’s existing infrastructure, it now has access to advanced cross-channel communication capabilities, including email, chat, and social media messaging, enhancing customer experience by opening up various avenues for communications based on customer preferences, reducing wait times, and helping ease staff frustration. 

Client 

As one of the largest and most diverse local government area (LGA)/councils in Victoria, it is responsible for supporting a significant and growing community. Situated within metropolitan Melbourne, the area includes key education, health, and research precincts. The council delivers a broad range of services for residents, businesses, and visitors, with a strong emphasis on community engagement, sustainability, and innovation.

The council’s long-term vision is to harness digital transformation to enhance services, enable a future-ready workforce, and strengthen connections across the community.

Opportunity 

The council were looking for an expert provider of collaboration solutions to help modernise and improve their existing collaboration solutions, while being able to integrate into their existing infrastructure. 

Improving internal communications and increasing productivity across departments by enhancing their collaboration tools was a top priority for the LGA, which is why it was looking for a provider who could help it elevate its collaboration tools. The council is committed to supporting both the workforce and community by ensuring reliable, flexible, and modern communication infrastructure.

Solution 

Outcomex were chosen from a range of vendors due to our expertise, long-standing relationship with the LGA, and our status as one of the largest Cisco partners in Australia. 

The trust and credibility established over several years of partnership with the council already positioned us as an ideal choice for this project. Working previously with the LGA under a contract (that was renewed) which included Cisco collaboration tools, like Webex Calling and Contact Centre, backed by our professional and 24/7 managed services, displayed a strong demonstration of COM’s trust in our technical expertise and our ability to deliver long-term value.

To align with the council’s long-term goals, and working closely with Cisco, we deployed a solution that streamlined communications and improved efficiency across the organisation. 

Our extensive experience working with councils and government organisations was a major factor in being able to design a solution tailored to meet the council’s needs. 

The solution we deployed included integration with Atea Systems, which included Atea’s Webex Contact Centre Directory Widget, ensuring that address and phone book functionality was seamlessly available to contact centre agents. 

To provide a unified platform for both staff and residents, we also implemented cross-channel communication (email, chat, social media messaging) within Cisco Webex. This new architecture was built to allow for scalable growth, ensuring the council can easily expand services as community needs evolve. 

Additionally, we supplied professional and 24/7 support, and continue to do so, to ensure the LGA has the expertise and reliability required to maintain smooth operations.

Technologies Used 

• Atea Collaboration Solutions  
• Cisco Webex Collaboration Solutions  
• Cisco Contact Centre Solutions  

Impact 

Through this project, the council now benefits from a modern, scalable communication system that integrates seamlessly with existing infrastructure, giving them: 

• Improved productivity and reduced frustration for staff and contact centre agents.
• Enhanced community engagement through cross-channel communication. 

We have maintained a strong relationship with this specific LGA since 2023, continuing to provide both professional services and 24/7 managed support – preparing the council for further endorsement of new tools and keeping them aligned with modern contact centre and collaboration trends. 

Looking ahead, Outcomex will continue to support the council with expanding collaboration capabilities to include additional Webex features – exploring AI-driven automation in contact centre environments, as well as supporting the council’s broader digital transformation strategy. By continuing to innovate and evolve with the council’s needs, we are proud to contribute to a future-focused council that delivers outstanding services to their community.