From housing benefits to health concerns and childcare costs, the public sector deals with a host of complex inquiries on a daily basis. With 78% of the population now using smartphones, is the public sector keeping pace with customer preferences for communication?
How we can help you to optimise your public sector Contact Centre
Today, 76% of millennials are afraid of speaking over the phone. Having a variety of contact options will allow customers of all ages and abilities to find a speedy and frictionless resolution to their concerns.
Cost optimisation
The use of automated technology not only promotes efficiency but helps to streamline your business and reduce your operating costs. Our automation technologies, coupled with our experience in the public sector, can help reduce costs whilst delivering business value.
Servicing demand
Any new technologies you implement should be fully connected, sustainable for future improvements and offer opportunities for automation. Our consultants can help you review your current situation and advise how to better service your customers.
Ensuring everyone has access to customer service
Vulnerable customers
Combining data and technology to create actionable intelligence, accelerating the flow of information between public services. This enables intervention at the right time and ensures everyone can reach the service and help they need, when they need it. Our consultancy and analytics tools can help you achieve just that.
Security & compliance
Managing data across disparate sources and models creates significant data security challenges. We are experts in balancing requirements for safeguarding data and secure access, while also delivering exceptional service.
Tune into the voice of the customer
Remote working
Building a flexible workplace strategy involves leveraging digital technologies to keep employees engaged, and operations running while protecting access to systems. We offer the right advice and technologies to foster a remote working culture that’s balanced, efficient, and productive.
We are an approved supplier to the UK public sector on the Network Services 3 (NS3) RM6116 framework, managed by Crown Commercial Services, specialising in Inbound Telephony Services (Lot 4d), including:
- Establishing non-geographical numbers – IPI will take a consultative approach to managing community awareness of rights and costs, as well as buyer costs and functionality
- Delivery of clear consumption and utilisation metrics – IPI will empower clients with regular awareness of costs and quality performance of their investment
- Provision of transition support – IPI will implement methodology and risk mitigation around key dependencies to simplify and safeguard the delivery of a complex process
We are an approved supplier to the UK public sector on the G-Cloud 13 framework (RM1557.13), managed by Crown Commercial Services.
- Lot 1: Cloud hosting – Cloud platform or infrastructure, which allows buyers to deploy, manage and run software, and provision and use processing, storage or networking resource
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Lot 2: Cloud software services – Applications which are accessed over the internet and hosted in the cloud
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Lot 3: Cloud support services – To help set up and maintain cloud software or hosting services. Includes Cloud migration planning, set up and migration, security services, quality assurance and performance testing, training, ongoing support
Strengthening access security while reducing total cost of ownership
With easy access to its network, applications and resources by staff and partners being a crucial element of Gloucestershire County Council’s ‘Agile Working’ initiative, the council needed to enhance its access strategy with a single security solution; multi-factor authentication.
Higher Education
IPI helps higher education institutions improve their business outcomes by providing Contact Centre services and solutions that enhance student engagement and support. By streamlining communication channels and improving response times, universities and colleges can increase student satisfaction, retention, and ultimately, their bottom line.
Consultancy services for the Public Sector
Our consultancy team helps public sector organisations “switch on” to customer signals, helping them to deliver a seamless customer experience, even for the most complex and sensitive interactions.
Contact us to find out more
Latest updates
News
Royal Holloway, University of London selects IPI’s ElasticCX Service Recovery for contact centre support during the Clearing and Confirmation period.
Blog
The golden quarter is where technology deployments can be most effective in streamlining customer journeys at a time of peak demand.
Upcoming Event
4th February, 2025
Designed to help you sharpen your focus on the latest trends, technologies, and challenges reshaping the Contact Centre industry. Through a wide-angle lens, we’ll explore how AI and cutting-edge innovations are reframing customer interactions, empowering your Contact Centre to capture success from every angle.
