The Office for National Statistics (ONS), the UK’s largest producer of independent statistics, has chosen a new BT Cloud Contact solution to give its research agents and the public an improved, more flexible and more responsive service.
The deal will see BT’s cloud solution installed at ONS’ main contact centre in Newport, South Wales, which employs more than 150 customer service staff and handles more than 145 000 calls each year.
The centre currently deals with queries about all ONS statistics – including the UK census – and acts as a hub for research around the Consumer Prices Index (CPI) and Retail Prices Index (RPI).
By installing the BT managed service, ONS will be able to reduce its upfront costs on new software licences and hardware, whilst the new “pay as you go” model will allow them to scale the service up and down quickly to meet peaks and troughs in demand – meaning ONS only ever pays for the resources it uses.
“Technology plays a crucial role in our mission to provide trusted, comprehensive statistics that serve the public good. Our contact centre teams must be able to support and manage multiple channels of enquiry, so we can give stakeholders the information and advice they need quickly, in the way they want it,” says Colin Shaw, service centre director at the Office for National Statistics.
BT’s Cloud Contact solution will integrate with existing technology at ONS, so they will not need to invest in new assets and the cost of future developments will be significantly reduced. It also provides the organisation with an effective mobile work environment – so agents can connect up to the system from home – something that wasn’t possible with the previous on-premise contact centre.
“Barely a day goes by in the UK where we don’t encounter some remarkable numbers or revealing measurements from the ONS, so we’re really proud that they are trusting BT to take those vital statistics into the cloud,” says Neil Rogers, president of Global Government, BT Global Services.
“It’s in the very nature of statistics that they are constantly changing, developing, moving with the times – and that’s a perfect description for what BT Cloud Contact will bring to ONS as they look to keep the public up to date on the nature of modern Britain.”
The centre currently deals with queries about all ONS statistics – including the UK census – and acts as a hub for research around the Consumer Prices Index (CPI) and Retail Prices Index (RPI).
By installing the BT managed service, ONS will be able to reduce its upfront costs on new software licences and hardware, whilst the new “pay as you go” model will allow them to scale the service up and down quickly to meet peaks and troughs in demand – meaning ONS only ever pays for the resources it uses.
“Technology plays a crucial role in our mission to provide trusted, comprehensive statistics that serve the public good. Our contact centre teams must be able to support and manage multiple channels of enquiry, so we can give stakeholders the information and advice they need quickly, in the way they want it,” says Colin Shaw, service centre director at the Office for National Statistics.
BT’s Cloud Contact solution will integrate with existing technology at ONS, so they will not need to invest in new assets and the cost of future developments will be significantly reduced. It also provides the organisation with an effective mobile work environment – so agents can connect up to the system from home – something that wasn’t possible with the previous on-premise contact centre.
“Barely a day goes by in the UK where we don’t encounter some remarkable numbers or revealing measurements from the ONS, so we’re really proud that they are trusting BT to take those vital statistics into the cloud,” says Neil Rogers, president of Global Government, BT Global Services.
“It’s in the very nature of statistics that they are constantly changing, developing, moving with the times – and that’s a perfect description for what BT Cloud Contact will bring to ONS as they look to keep the public up to date on the nature of modern Britain.”