The PSA has been advised of the Channel Harmonisation Pilot to test a combined Service Delivery of Contact Centre, Middle Office and Service Centre channels in one environment. It is the same pilot that is already being trialled in Warners Bay. The business is aiming for this pilot to provide more flexibility, mobility and development opportunities for staff.

This pilot will remain as an opt in where an expressions of interest will be circulated, offering the opportunity to participate in the blended working environment for eligible participants. If you decide not to opt in, you will continue in your current role and location.

Staff should have all already been notified about the pilot. Service NSW is aiming to commence the pilot in the second half of 2023.

The pilot teams will be from Gosford (SC & CC), Woy Woy, Nowra, Auburn, Wauchope, Kempsey, North Sydney and Warners Bay (SC & NCC).

Are any new roles being created for the pilot?

Grade 6 Service Delivery Leader(s) and Grade 2/3 Customer Service Assistant role(s) will be created. Team members will be provided a list of roles available for each location once this has been finalised.

 If anyone has any concerns or feedback

Call the PSA Member Support Centre on 1800 772 679 and quote “call #205231” or email and quote “call #205231”.