The Department of Transport and Planning (DTP) plans, builds and operates an integrated, sustainable and safe transport system for Australia’s fastest-growing state. It operates under the brand name of Public Transport Victoria (PTV) for public transport which includes three key franchises: Metro Trains, Yarra Trams and Vline.
The Department of Transport needed an uplift to their enquiries and complaints platform. The current platform was outdated, causing a poor employee experience for the PTV agents and resulting in a poor customer experience.
In Exco Partners, in partnership with Zendesk, implemented the new Zendesk support platform, aiming to lift employee and customer satisfaction through organised, streamlined complaints and enquiries operations and workflows.
The platform went live in mid-2023, targeting a program of expanding across the
franchise operators and the border call centre in late 2023.