Transport for NSW has chosen Melbourne-headquartered RXP Services to implement an end-to-end ServiceNow solution.
The service provider will deliver a shared services platform for HR, payroll, finance, facilities and project services.
According to service management software vendor ServiceNow, the new solution will speed up processes and cut costs for Transport for NSW.
"We look forward to supporting the transformation of the shared services capability for the Transport Cluster, delivering a significantly enhanced customer experience and lower overall cost to serve," said Alex Bullen, RXP Services business process and enterprise service management practice director.
The solution includes workflow and CRM tools to support the back-office service desk and assist with internal and external enquiries.
Service desk tools including integrated voice response, computer telephony integration solutions and call boards will support the service desk staff and service managers. Also, a self-service customer application will help reduce service-desk enquiries, according to the vendor.
David Oakley, ServiceNow's chief executive for Australia and New Zealand, said: "An organisation like Transport for NSW that operates to such a tight timetable for service delivery needs an equally agile and robust enterprise shared services platform."
Transport for NSW is responsible for planning and delivery of public transport services and infrastructure for the 7.6 million citizens of New South Wales. Transport for NSW manages a multi-billion dollar annual transport budget and more than $114 billion in assets.
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