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CCAH – Childcare Access Hotline

For over five years Redbourne delivered one of the most comprehensive federal government hotline systems used in Australia. The Childcare Access Hotline (CCAH) is an initiative of the Department of Families, Housing, Community Services and Indigenous Affairs (FaHCSIA) and later DEEWR (Dept Education Employment & Workplace Relations).

This custom software and telephony solution provided a national call centre for parents requesting information regarding childcare services in Australia, as well as reports for government and statistics on the nature of inquiries.

Other key elements of the delivery included:

  • a two-year data collection project into childcare usage, vacancies and fees, whereby Redbourne collected on a weekly basis data from inbound calls, fax, email and outbound calls from approximately 8,000 childcare services.
  • internal auditing of data on a rolling, random basis for accuracy and for publishing on the federal government’s My Child web site. The data related to the fees and services offered to children/parents of various services in understanding costs related to care across Australia.

At its peak the CCAH service handled over 450,000 inbound and outbound calls per year.