The Department of Labour contact centres operate across a number of sites in New
Zealand, with staff falling into five workstreams – Immigration, Workplace,
Onshore Border Operations (OBO), Immigration Border Operation Centre (IBOC)
and Immigration Advisors’ Authority (IAA). The contact centres were run as
completely separate operations. Management and staff struggled to maintain a
cohesive structure for telephony, rostering and workforce planning. As part of the
efforts to improve the work culture and service output of DOL, a change process
occurred during which a new telephony and software platform was introduced
across these five workstreams.