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Concentrix, the National Relay Service (NRS) provider (relay and helpdesk services), submits activity and performance data to the Department of Infrastructure, Transport, Regional Development and the Arts (the Department). This information is used to review the performance of the NRS against agreed service levels as well as provide data and information about how the NRS has been used in that month.
The purpose of this research is to understand what is currently working well with the service and when it has not worked well. This will establish a starting point to enable ongoing monitoring and historic comparison as well as help inform areas for enhancement and continuous improvement of the service. This research was conducted through interviews with users, service providers and advocacy groups as well as collecting direct NRS user feedback of their interaction via an online survey.