NSW Department of Justice streamlines jury management with Delacon’s IVR Call Management solution

_{The Challenge:}
Improving the jury attendance process while reducing call centre pressure

The state government needed a way to improve the efficiency of its Jury Management process. Every year, thousands of prospective jurors are contacted to attend court, and a significant portion of enquiries were handled manually by call centre staff. This placed strain on resources and created delays in communication.

The department sought a scalable, automated solution that could deliver up-to-date court attendance information based on a caller’s juror number, while still allowing human support when necessary. The solution needed to be reliable, customisable, and seamlessly integrate with their existing Jury Management System.

_{The Solution:}
Automated IVR call handling integrated with jury management system

Delacon provided a customised Call Management solution designed to automate and streamline the court attendance enquiry process:

• A dedicated toll-free phone number was set up, accessible to all prospective jurors.
• A tailored Interactive Voice Response (IVR) system welcomed callers and prompted them to enter their juror number and birthdate.
• The IVR integrated with the Jury Management System to automatically validate each caller and provide relevant court attendance details.
• An option to speak with an operator was included, with seamless call transfer to a support line if needed.
• Delacon’s cloud-based portal allowed staff to log in and update operator details in real-time and view automated vs operator-handled call reports.
• Built-in call failover capabilities ensured reliability, automatically detecting outages at the telephony carrier level and rerouting calls via a backup carrier.
• A secondary “failover IVR” was also provided, activating an alternative call handling flow if the client’s internal systems went down.

_{The Results:}
8+ years of reliable service and strong operational improvements

With Delacon’s solution in place, the NSW Department of Justice significantly reduced pressure on its call centres by automating a large percentage of enquiries. Prospective jurors could quickly and easily retrieve accurate, real-time information without requiring human assistance.

The system proved especially valuable during peak periods and unforeseen events such as the COVID-19 pandemic, where rapid updates and high call volumes made automation critical.

The department now has full visibility into call volumes, a clear breakdown between automated and operator-handled calls, and the ability to manage and update IVR settings in real-time through the Delacon portal.

“We have found Delacon to be resolution-focused, reliable, and responsive. Their IVR integration with our Jury Management System ensured accurate information delivery, and their support during the pandemic was invaluable.”

– NSW Dept. of Justice Representative, New South Wales Department of Justice

_{Looking Ahead:}
A scalable and resilient communication platform for public services

The NSW Department of Justice continues to rely on Delacon’s IVR and Call Management tools to deliver accurate and efficient communication to thousands of prospective jurors. With automated call flows, real-time reporting, and reliable failover support, the department is well-positioned to maintain high service standards even under pressure.

Delacon’s solution has also paved the way for other government departments to explore similar integrations, using smart call handling and automation to improve public engagement and operational efficiency.