Pioneering legislation demands innovative approach
“Both Datacom and MAF worked extremely well together to overcome new operational issues and to achieve the results required. MAF is very pleased with the Datacom approach to this new and complex work.” MAF Director Sustainable Programmes, Clive Lilley
Solution snapshot
Customer
Ministry of Agriculture & Forestry
Industry
Public Sector
Business need
The Government has introduced an Emissions Trading Scheme (ETS) and other forestry programmes. The pioneers for the new ETS legislation were the forestry sector for which the Ministry of Agriculture and Forestry (MAF) required a flexible partner to deliver contact centre and transaction processing services.
Solution
Datacom worked with MAF to implement the services by creating a highly effective team and jointly developing effective business processes amidst the uncertainty of changing legislation, unknown forecast projections and a new software application.
Benefits
- All key emission return deadlines required by the new legalisation have been met by the team
- Datacom created a high performing team of staff committed to the delivery of excellent service
- Datacom’s flexibility to adapt to changing timelines and our close working partnership with MAF was instrumental in achieving an excellent outcome.
Case study
New law requires new approach
The passing of the Emissions Trading Scheme (ETS) into law during September 2008 was not only a first for New Zealand and the Ministry of Forestry (MAF), but it was also a first for Datacom.
The principle behind the ETS is that emitters of greenhouse gases must reduce their emissions or buy New Zealand Units (NZUs) to pay for those emissions. NZUs can also be earned through forestry plantings as they sequester carbon.
Forestry was chosen as the first sector to enter the ETS. Datacom responded to an RFP and, following a rigorous process, won the tender through its proven service, the ability to be a flexible partner, and its focus on continuous improvement.
Flexibility overcomes hurdles
Despite Datacom’s expertise in delivering contact centre and business process outsourcing services to a range of national clients, there were going to be challenges implementing services under this unique legislation. Some of these challenges were around projections for telephony and transaction volumes; there was no historical data or foundation to build upon.
Complex eligibility rules also needed to be understood – not only by Datacom’s staff but by the multiple government agencies involved in the process as well as the forestry applicants.
Compounding these challenges, was the installation of new MAF computer software, which had been designed but had not yet been installed.
However, Datacom stepped up and worked closely with MAF to set up an extended team of experts.
A rolling 90-day forecast model for resourcing, which maximised savings to MAF while providing Datacom with some certainty on staffing, was implemented. Key to the success of this project was consistently demonstrating flexibility to adapt to changing business processes.
All key emission return deadlines were met by the team, demonstrating Datacom’s ability to carve out a best practice foundation to build upon as the scheme grows and expands for this critical area of global concern.
Key points
- Demonstrable flexibility to respond to changing client needs
- When identifying potential staff to join the MAF team, Datacom was mindful of the unique skills required, including the ability to analyse complex legislation as well as data matching and analysis skills.
- Datacom’s ability to scale up for demand demonstrated its ability to retain key staff and knowledge for the extended duration of the start up phase. In addition, Datacom’s long term experience in establishing teams of quality people was exhibited.
This Case Study for Ministry of Agriculture and Forestry is provided by Datacom.