1 October 2024
Serco has signed a new contract with the National Disability Insurance Agency (NDIA) to continue providing contact centre services.
The new contract commenced on 1 September 2024 for an initial three-year term, with up to two further three-year extension options.
This contract award signifies our commitment to delivering exceptional customer service on behalf of the NDIA, providing individuals living with disabilities vital information, support, and assistance related to the National Disability Insurance Scheme.
Serco has been delivering contact centre services on behalf of the NDIA since 2018. Over this time, our dedicated team has successfully handled more than six million customer phone calls, addressed more than four million email enquiries, and completed more than 400,000 webchat interactions.
Serco Asia Pacific CEO, Andrew Head said the contract win is a testament to Serco’s commitment to delivering high-quality services that positively impact the Australian community.
“We are delighted to extend our partnership with the NDIA, and are proud to play a crucial role in assisting individuals with disabilities and their families in accessing the support they need throughout Australia,” said Mr Head.
“Employing more than 200 people who identify with having a disability, we will continue to prioritise inclusivity and accessibility in our workplace, building a workforce that mirrors the diverse communities we serve.
“As part of this contract, we have committed to employ 30% of people with disability, to ensure we continue to maintain a diverse workforce.
“We look forward to continuing our important role in enabling the NDIA to make a real difference in the lives of Australians living with disability, by providing a consistent and high-quality experience for all participants when they make contact with our 1,200-strong team.”
About Serco
Serco brings together the right people, the right technology and the right partners to create innovative solutions that make positive impact and address some of the most urgent and complex challenges facing the modern world.
With a primary focus on serving governments across Australia, New Zealand and Hong Kong, Serco’s services are powered by more 12,000 people working across community services, healthcare, defence, maritime, facilities management, transport, justice, and immigration. Serco’s core capabilities include service design and advisory, resourcing, complex programme management, systems integration, case management, engineering, and asset & facilities management.
Underpinned by Serco’s unique operating model, Serco drives innovation and supports customers from service discovery through to delivery.
More information can be found at serco.com/aspac
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