INNOVATION AND CONNECTIVITY THROUGH TECHNOLOGY INTEGRATION
The Health and Safety Authority (HSA), established in 1989 is headquartered in James Joyce St, Dublin. The Authority has overall responsibility for the administration and enforcement of health and safety at work within all industries throughout Ireland. The Authority is also the national centre for information and advice to employers, employees and the self-employed on all aspects of workplace health and safety. It promotes education, training and research in the field of health and safety.
The HSA is a multi-disciplinary and multi-functional organisation with 300 Staff based at its headquarters in Dublin and a number of Regional Offices including Kilkenny, Waterford, Cork, Limerick, Galway, Sligo, and Athlone. Approximately 18,000 requests for information (RFIs) and 3,000 complaints are received annually by the Authority. The call volumes are processed and managed by a 20-agent multimedia contact centre. The Authority had in place an ageing phone system with ISDN lines for connectivity, which was limited in its capacity and did not offer the flexibility of more efficient ways of working demanded by the HSA.