Strategic Review Customer Service Centre


In 2008 Rob Veitch was engaged in the strategic review of WorkSafe’s Customer Service Centre, which included evaluation of workloads, organisation structure, and classifications of positions. The project realigned the staffing levels, functional responsibilities and classification levels of the Customer Service Centre with the business requirements of WorkSafe.

The review involved the review of the business requirements of the Centre, detailed examination of roles and responsibilities, alignment of function, evaluation of classifications and recommendations for the establishment of additional support functions within the Division to complement the Centre. A comprehensive report was provided which outlined the recommended changes to staffing levels, functional alignment, classification levels and structural alignment with the operational and strategic business requirements of the WorkSafe Division.

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