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Camden Council

With a growing team and increasing demands, Camden Council needed technology that worked for its people, not against them.

01

About the client

02

Challenges

03

Project

04

Client words

05

Results

Industry
Local Government
Location
NSW
Topic
Cloud
Employees
650

Case Study

The COVID-19 crisis and government requirements to move to the cloud exposed the limitations of the outdated platform, which did not provide the council enough flexibility for remote working conditions.

Camden Council stands as one of Australia’s fastest-growing local government areas, experiencing remarkable population and employee growth over the past 10 years with the team growing from 200 to 650 staff members. However, the council faced challenges in aligning its aging technology infrastructure to meet the evolving demands of a larger workforce.

Ericom recommended to maintain and evolve the council’s telephony system by designing enhancements to the new platform. This included resolving internal call transfer issues caused by the merger of two separate council offices into a single location, aiming to streamline internal transfers and improve communication within the council.

Challenges

Modernising tech infrastructure: The council faced challenges in aligning its aging technology infrastructure to meet the evolving demands of a larger workforce.

Hybrid work transition: The need to securely work from home, return to the office, and a hybrid of both accelerated
Camden Council’s journey to the cloud.

Project

With local government responsibilities on the horizon, Ericom faced a short timeframe to complete the solution. Following Camden Council’s tender process, Ericom and Telstra initiated the transition by expanding the existing Microsoft Teams telephony and introducing a new cloud-based contact centre powered by Genesys. This approach ensured seamless integration of the new cloud platforms while preserving the council’s existing phone numbers, minimising community disruption.

Ericom and Telstra remain committed to maintaining and evolving Camden Council’s telephony system by designing enhancements to the new platform. Through a collaborative partnership with Ericom and Telstra, Camden Council has successfully transitioned to a new cloud-based Microsoft and Genesys platform.

Results

Successful transition

Camden Council transitioned to a new cloud-based Microsoft and Genesys platform.

Empowered staff

Staff can now adapt to evolving work environments, supporting the council’s work-from-home and flexible working strategy.

Improved communication

Phase 2 will resolve internal call transfer issues from merging two council offices, streamlining transfers and enhancing communication.

Ongoing commitment

Ericom and Telstra are committed to maintaining and enhancing the telephony system.

Bianka Rodrigues
Procurement and Administration

Working at Ericom has been a rewarding journey of growth and transformation. I began here as a trainee and soon transitioned into a Procurement and Administration role, where I managed vendor relationships, processed purchase orders, and ensured accounts were kept up to date. Collaborating closely with all departments, this played a key role in ensuring timely delivery of orders and maintaining customer satisfaction. Ericom has consistently supported my developments to which I’ve recently moved into a Sales Coordinator role. This role has enabled me to utilise my organisational and communicational skills to better support the sales team, ensuring that all opportunities meet company standards and are being processed efficiently. As Ericom embraces the AI era, I’ve had the wonderful opportunity to work with the platform team to automate manual processes. This has allowed me to free up my time to focus on process improvements and analysing data. The collaborative culture and innovative environment at Ericom continues to inspire me, and I’m proud to contribute to a team that values invisible excellence.