Built knowledge – supported change
HGS grasped quickly that its primary challenge would be to provide timely, accurate information to every applicant and to reduce the number of enquiries that needed to be referred to the RPPCs for clarification.
“Callers expected–and rightly so—that we had the answers to their questions, however bizarre or esoteric, at our finger tips,” explained Rob Irons, HGS’s Account Director for the UK Client Services. “However, that was harder to achieve than it sounds, given the number of local variations, the complex nature of the enquiries, and the high degree of change. We realised quickly that we needed to build a knowledgebase that would be a constantly updated repository for all the information we needed to answer callers’ questions. And we knew we needed to build strong, close relationships with the RPPCs as well as the FCO’s Overseas Passport Management Unit (OPMU)—to keep that knowledgebase up to date.”
Within our team, we appointed individuals who were responsible for liaising regularly with designated representatives within the RPPCs to update information and share knowledgebase changes. The process of centralisation was completed, migrating responsibility for processing and completing all passport applications from consulates around the globe, first to a series of eight RPPCs and then, eventually, to one operation in the UK and HGS continued to support it by updating all information to applicants and managing their expectations.