Government agencies must meet service delivery commitments with communication and engagement that’s in line with community expectations. This can only be achieved with contemporary customer experience (CX) capabilities that can keep up with evolving public preferences, global technological advancements and regional differences.

This is why we’re proud to announce an independent third-party assessment has found that agencies with the Australian Government Information Security Manual (ISM) classification requirement of PROTECTED can now operate the Genesys CloudTM platform. This is a level above the previous Genesys Cloud assessment of “Official Sensitive” by the Infosec Registered Assessors Program (IRAP).

Some Australian Government agencies have been held back in meeting community expectations as their use cases required ISM PROTECTED. This meant these agencies were extending the use life of existing (often legacy) on-premises contact centre solutions — or specifying bespoke private cloud solutions that have inherent limits and don’t realise all the benefits of modern cloud solutions.

These benefits include scalability at a moment’s notice, the highest level of global security and compliance standards, and access to continuous innovation that require underlying and ready compute power that leading cloud providers, such as Amazon Web Services can provide.

Trust is crucial for the performance of good government. And that trust can come from empathy actioned in service delivery from the insights that a great CX solution gives workers and managers. In the past, agencies have struggled to achieve these levels because they were limited by older solutions — just to meet strict security obligations.

However, with Genesys Cloud, agencies can modernise their CX and focus more on delivering services instead of managing IT infrastructure. With our ISM PROTECTED assessment, this is now accessible to more government agencies, including those that have requirements beyond “Official Sensitive.”

For further information, or to obtain a copy of the Genesys Cloud IRAP assessment, please visit the IRAP page and contact us.