Published: Dec 12, 2024

NCS named AWS APJ Public Sector Consulting Partner of the Year

NCS has been awarded Public Sector Consulting Partner of the Year – Asia Pacific and Japan at Amazon Web Services (AWS)’s flagship annual conference, re:Invent.

This award recognises NCS’ commitment to the public sector and the cloud-based solutions and experience NCS has brought to government, healthcare, education, and nonprofits helping to modernise operations across the region, including in Australia.

NCS has been selected from more than 140,000 global AWS partners in being recognised with this award as part of the AWS Partner Awards. These awards celebrate partners whose business models have embraced specialisation, innovation, and cooperation as they work with customers.
 

“Our team are honoured to have been recognised as the AWS Public Sector Consulting Partner of the Year for the APJ region. As AWS continues to innovate and expand its offerings, we’re excited to continue strengthening our relationship together, to challenge traditional thinking and bring more value in solutions for our customers.”

David Rosengrave, National Sales Lead for AWS, NCS Australia

The award comes after NCS’ recent pivotal work with public sector organisations in the region, most recently with the Singaporean Government’s Ministry of Manpower Contact Centre (MOMCC).

NCS used AWS cloud services complemented with ins8.ai, NCS’ hyperlocal speech recognition solution, to add generative AI features to the Singapore Ministry of Manpower's Contact Centre. The use of generative AI capabilities has helped to unlock benefits to streamline Contact Centre operations and improve customer experiences. 

With the new generative AI enabled Contact Centre, MOM achieved key improvements across various critical metrics of the Contact Centre. The average call handing time was reduced by 12%. The average after-call-work (ACW) was reduced by more than 50%.

Harnessing the AI tools to streamline the tasks of agents simplified their responsibilities and empowered the agents to fully focus on connecting with each caller, fostering a deeper understanding of their concerns and alleviating anxiety while effectively resolving queries.

This change has also cultivated a more positive work environment and contributed to heightened job satisfaction among Contact Centre agents, along with an improvement in overall productivity of 6%.

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NCS is proud to be bringing its award-winning generative AI capabilities to the Australian market, both in the public sector and more widely across other key industries. 

Most recently, NCS launched the Generative AI Centre of Excellence (CoE) for Public Good in partnership with AWS. Customised for the APAC public sector, the CoE combines NCS’ industry experience with AWS’ Generative AI services and global expertise, to provide end-to-end capabilities and accelerate public sector solutions.

Locally, our team have applied AWS solutions to solve operational challenges for key local customers in the public sector industry including Melbourne Water, North East Water and the NSW Rural Fire Service.

Across APAC, NCS has set the ambition to have its 13,000-strong workforce equipped with AI-powered services and solutions, with 3,000 AI-certified practitioners in future, including over 300 who’ll serve as AI experts.
 

“Data is key to leveraging GenAI. Our team helps clients across industries innovate by strategically adopting AI technologies that match their unique business needs and maturity level.”

 Kevin Wilson, Data and AI Director, NCS Australia

We partner with the world’s leading cloud vendors, such as AWS, to deliver more value and better quality for our clients.

As AWS’ first Premier Tier Consulting Partner in Australia, NCS has also been among the first launch partners in the APJ region for many of AWS’ Partner Competencies, including Smart Cities, and Advertising and Marketing Technology. For more details, visit our AWS Partner profile page.