Canberra Connect Contact Centre
The Canberra Connect Contact Centre provides a whole of government service to callers, across a broad range of information, payments, services and emergency support. The contact centre also delivers information to the community on behalf of the ESA in times of emergency. The contact centre operates extended hours, with 24 hour back up support.
Canberra Connect Shopfronts
Canberra Connect Shopfronts enable citizens to pay complex ACT Government bills and seek information face to face. The Shopfronts provide information and advice on behalf of the RTA, as well as a wide range of brochures on other ACT Government services. Canberra Connect Shopfronts operate from 9am to 5pm Monday to Friday, with the exception of Dickson Shopfront which operates 8:15am to 5pm Monday to Friday.
Customer Services Integration
The Customer Services Integration team delivers customer self service outcomes across the Canberra Connect Contact Centre, Shopfronts and Internet. The primary system within the team is the Integrated Customer Service (ICS) system which coordinates customer service requests, frequently asked questions and responses to external customer feedback. The Customer Services Integration team supports Canberra Connect service delivery channels through the Web Centre which manages the TAMS website, Intranet, ACTION, Transport and Archives ACT websites. The Customer Services Integration team also delivers whole of government customer contact which includes the functions and services directory and telephone book White Pages.
Services include:
- ACT Government Directory Administration
- Directory Updaters Training
- Access to the Whole-of-Government Feedback System- ICS
- Territory and Municipal Services Intranet
- Web Team
- Whole of Government coordination of White Pages Government Block Entries
Payment Services Integration
The Payment Services Integration Team is responsible for the management and maintenance of the payment related services provided by Canberra Connect on behalf of ACT Government Agencies, through multi-payment channels including the Internet and third party payment providers. Responsibilities include delivery of the ACT Government's internet information portal, Canberra Connect Services Portal, as well as Electronic Forms Management development and delivery capability. The team also provides business processing re-engineering and payment integration services to agencies.
Services include:
- ACT Government Information Portal
- Canberra Connect Services Portal
- Online payments enquiries and assistance
- Online payments portal
- Search Engine - Whole of Government
- BPay, Post BillPay and eLockbox coordination
Business Development
The Business Development area is responsible for developing and implementing all new internal Government business for Canberra Connect, including the management of service level agreements and Canberra Connect's emergency response capability. The Business Development area also delivers branch marketing and communications activities, sponsorships, stakeholder management, audit and governance and is the first point of contact for all new initiatives, services and programs for Canberra Connect.
