Editorial

HGS UK wins contact centre contract for GOV.UK One Login

HGS will provide a single-pane-of-glass across channels for voice, webchat, webform, social, conversational AI and speech / text analytics.

Posted 6 September 2023 by Christine Horton


The Government Digital Service (GDS) has selected Hinduja Global Solutions (HGS) to provide contact centre support for users of its digital identity platform GOV.UK One Login.

HGS said it will provide multichannel support for public users of GDS’ GOV.UK One Login services.

The partnership was established through the Crown Commercial Service (CCS) Framework. In a statement, HGS said the engagement “marks an exciting opportunity for HGS UK to expedite progress and support GDS’s long term vision of empowering constituents to access government services with ease.”

“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,” said HGS UK CEO, Patrick Elliott.

“We are looking forward to this incredible opportunity to support the Cabinet Office in their vision to redefine the digital landscape of central UK government public services.”

HGS said it brings its digital capability that includes single-pane-of-glass across channels for voice, webchat, webform, social, and intelligent deflection through conversational AI while monitoring interaction trends and alerts through speech / text analytics.

“We are pleased to announce a partnership with HGS to supply a contact centre for our users,” said Rachel Tsang, deputy director for the Digital Identity Programme at GDS. “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.”

As of June 2023, there were eight government services using the platform, with the UK government issuing more than 1.5 million verified identities on GOV.UK One Login.