NDIA renews contact centre deal with Serco

The National Disability Insurance Agency (NDIA) has extended its contract with Serco for contact centre services for another three years.

The agency originally hired Serco to provide NDIA contact centre services in Melbourne and regional Victoria in 2018.

The contact centres are currently staffed by 1200 people.

The outsourcing firm said it had handled 6 million phone calls and addressed more than 4 million email enquiries in the past six years.

NDIA declined to comment on the renewal when contacted by iTnews.

When the deal was first announced in 2018, NDIA made a point of saying its use of an external contact centre partner was not “a new approach for the NDIA”.

“Under the partnership arrangement, Serco's staff will be fully trained and will comply with all Commonwealth Government privacy and security requirements,” the agency said at the time.

“As an Australian-based supplier, Serco will ensure that no services or data will go offshore.”