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Ballarat Contact Centre to support police activities

Published: 18 Jul 2018

Serco Australia is pleased to announce it will provide two new call and web-based support services to Victoria Police as part of a program that will reduce the need for police clerical duties.

It is anticipated the initial creation and ongoing availability of these two new channels will increase the capacity of Victoria Police to spend more time on core policing activities and increase the capacity of Triple Zero to respond to emergency calls by reducing the number of non-urgent, non-emergency enquiries.

Serco Citizen Services will operate the services from a 24-hour contact centre in Ballarat, about 1.5 hours from Melbourne, supporting regional employment and development in the region.

Serco Citizen Services Managing Director Peter Welling said the services would provide significant support to police by ensuring efficient use of time and technology through the contact centre.

“We are able to bring speciality skills in contact centre management that support the public and Victoria Police,” Mr Welling said. “The creation of this service itself provides a new online channel for servicing members of the public – it increases the choices available and makes it simpler and easier to report non-emergency incidents.”

Mr Welling said about 350 people would be employed at the centre with the new jobs being created locally. “Recruitment has already begun and I encourage local people to apply for roles – we are looking for a diverse range of people from different backgrounds.”
Serco’s contract for operation is expected to commence in January 2019. The estimated total contract value to Serco over a five-year term is approximately AU$95 million.


Media contact: Tim Evans, +61 409 389 358
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