Outsourcing

Serco to Deliver Major £63m Contact Centre for Key UK Government Services

Serco has signed a £63m contract to deliver a UK based contact centre for customers contacting HM Passport Office (HMPO), UK Visas and Immigration (UKVI) and the Ministry of Justice (MoJ).

The contract award was announced at the end of last year. Serco will provide a 365-day multi-channel service so UK and international customers can use telephone, email, web chat and SMS channels to contact the different departments. The ‘go live’ date for the service is planned for July this year.

Serco already provides a contact centre for the HMPO, but our new contract will allow Serco to work with the Home Office and Ministry of Justice to place customers’ needs at the centre of the service.

The service will be focused on delivering a “right first time” approach that is scalable and flexible to changing Customer demand and evolving business needs across all channels.

Services being delivered by Serco will include:

  • HMPO – customers will be able to call, email and use web/live chat, web messenger, to enquire about lost or stolen passports, access the passport validation service and discuss general queries. Serco will deliver a flexible service which meets the seasonal demand allowing more members of the public to access the support they need in the way that best suits them.
  • UK Visas and Immigration (UKVI) – for visa applicants, this service will be provided in 8 languages and will answer general enquiries about the visa application process, technical issues with online applications and guidance regarding re-application
  • MoJ- the contact centre will take calls from statutory services to support public protection casework and mental health casework relating to offenders.

Antony King, Managing Director of Citizen Services at Serco, said: “This new contract is a testament to our track record for transforming public services. By reshaping the existing operation, introducing proven new technologies including AI, customers will be able to access the services they need, when they need them through a variety of channels. We’re delighted to continue our partnership with government to deliver innovative, high quality, value-for-money services.”

Visit https://www.serco.com/uk