The "machinery of government" change, which will see 470 public servants pack their bags and move departments, brought the contract into the orbit of Shared Services, which is run out of the Education and Employment Departments. The contract was to supply and manage a call centre to inquiries from the public "via telephone, email, web chat, emerging technologies and related fulfilment". Some of the work is already being done by Serco at its giant call centre in Bendigo, regional Victoria. The insourcing of the two call centre contracts will take the Shared Services Centre into new territory; the provision of customer-facing services when it takes over the call centre in January 2016, shocking observers who expected it to confine itself to back office functions. Industry executives cried foul at the news of the Serco contract, suggesting that "insourcing" was contrary to government policy.