The Government Digital Service (GDS) has agreed on a partnership with Hinduja Global Solutions (HGS) under which the company will provide contact centre support for the GOV.UK One Login service.
It marks a further step in the roll out of One Login – the digital identity service developed by GDS for central government departments and agencies – following last week’s announcement that the Post Office would provide a face-to-face service for people to verify their identities.
This came with an indication that GDS intended to launch a service to provide support for identity checks through phone and email.
The agreement with HGS, reported by TechMarketView to be worth £17 million over three years, has been established through a Crown Commercial Service procurement framework under which the company provides contact centre services.
It will involve the provision of multichannel support for public users of One Login. HGS emphasised its capability to provide support across voice, webchat, webforms, social media and intelligent deflection through conversational AI while monitoring trends in the interactions and using analytics to raise alerts.
At point of need
Rachel Tsang, deputy director for the Digital Identity Programme at GDS, said: “We are pleased to announce a partnership with HGS to supply a contact centre for our users. By doing this, we will be able to provide our users with great customer support, at the point of need, when they are accessing GOV.UK One Login.
“Having these services in place will allow us to focus on all our customers, including those with low digital skills.”
HGS UK’s CEO Patrick Elliott commented: “Securing this opportunity was not based on the ability to convey just what we could do today, but rather our unwavering dedication to being a trusted, collaborative partner that conveyed where we could go in the future – together.”
