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How we serve the Public Sector Industry

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
  • Lot 2: Cloud software services – Applications which are accessed over the internet and hosted in the cloud

  • 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

Find out more

Read how our multi-factor authentication solution helped Gloucestershire County Council.

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

“IPI took the time to understand clearly what we wanted to achieve from this project and they delivered. From their extensive knowledge of the market, through to the training and management of the migration, we have been impressed, with our entire organisation feeling the benefits of moving to the cloud. Agents are saving valuable time through the efficiencies inherent in Genesys Cloud, allowing them to spend longer with our customers. IT administrators are able to do their job more easily with greater visibility into the customer service platform. Overall, our team is happy, which for us is validation that we made the right decision to transition to the cloud and that IPI was the right partner to get us there.”

Mark Sayer, EMIS

“Working with IPI has been transformative for Motability Operations Ltd’s Contact Centre. Our customer service specialists now feel more empowered and confident in providing exceptional customer service. With IPI’s expertise and support, we’ve improved efficiency and deepened our connection with those we serve. Together, we’re making meaningful strides towards empowering individuals with disabilities across the UK and enhancing their quality of life through accessible transportation solutions.”

Laura Browning, Business Analyst, Motability

“...we now have a much more enriched platform that provides us with all the necessary tools to support our customers." “Our customers are also telling us how impressed they are with the fact that they can now engage with us via other channels; our voice bots are making a difference!" “I am looking forward to what other Genesys capabilities we can utilise to make our jobs easier and continue to provide the excellent standards of Customer Satisfaction we strive for.”

Liberata Customer Services employees

“We have real confidence in IPI’s ability to deliver on their solutions, they really make an effort to understand our goals and objectives so we know we are in safe hands. IPI has continually impressed with their teamwork, communication and co-operative approach, not to mention top-class, innovative solutions. IPI’s longstanding partnership with Avaya together with their insights and expertise have been invaluable to our business and we look forward to working together to deliver excellence for our employees and patients, and building a long and trusted relationship with IPI.”

Charlie Barrett, Telecoms & Infrastructure Manager at United Lincolnshire Hospitals NHS Trust

“IPI reacted very quickly to our security token requirement ensuring we were able to work from home as soon as the Government advised that we should do so.”

Bridget Sharman, IT Service Administrator at Charnwood Borough Council

“Excellent. I am unable to identify an area I believe they need to improve.”

Telecoms Manager at NHS Professionals

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This National Customer Service Week, we're celebrating Contact Centre agents and the tools and solutions empowering them to deliver exceptional service.