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Knowledge management project for Roads and Traffic Authority (RTA) (10 Aug 2001)
The KMS project focused on users in the newly-developed Newcastle Call Centre (NCC). This 150-person centre was created by consolidating a number of smaller call centres into the one large facility.

This was a high profile project within the RTA, and one that had proceeded more quickly than anyone had expected. With the flood of new staff into the centre, there was a clear need to support these less experienced users with effective information.
Article URL: http://www.steptwo.com.au/papers/rta/index.html

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