Case Study: Public sector

UK Department of Energy and Climate Change achieves an 80% reduction in operating costs by outsourcing its helpline

Quality, CSAT, and policies improve while delivering a dynamic citizen advice and consultation service for reducing energy consumption.

Overview

The client wanted HGS to deliver a cost-effective energy advice service by creating an innovative delivery model and implementing rigorous training and knowledge management initiatives. HGS also had to support government decision making and deliver ongoing support for vital government schemes.

We consolidated fragmented helplines into one centralized operation and supported the development of government policy through agent forums that provided insight into the way citizens were adopting and implementing energy saving measures. HGS built a dynamic knowledge and training regime and helped evolve the helpline into an integral part of the energy ecosystem. HGS also designed a highly flexible and scalable solution handling over 400,000 citizen inquiries annually via phone and email, including addressing seasonal peaks as well as volume spikes during critical government campaigns.

Program highlights

6 days a week national energy helpline
80 energy specialists based out of London centre
4,000,000+ citizen enquiries annually via phone and email
Tier-1 sign posting and tier-2 consultation services

Business challenge

Deliver a cost-effective energy advice service being delivered presently through fragmented suppliers, which made it difficult to manage and expensive to maintain.
Create an innovative service delivery model to evolve in line with changing government policies and growing citizen needs. In parallel, deploy a flexible and scalable solution to handle fluctuating contact volumes around the year.
Implement rigorous training and knowledge management initiatives to drive faster problem resolution and better outcomes for citizens.
Support government decision making through insights uncovered in partnership with the Energy Savings Trust and different energy stakeholders.
Deliver ongoing support for vital government schemes like the Green Deal, through encouraging citizen uptake of energy initiatives available under the schemes.

The solution

Consolidation

Consolidated fragmented helplines into one centralised operation delivered out of Londonbased contact centre, supported by 80 energy advisors. HGS also helped ensure a smooth transition by managing the Transfer of Undertakings (Protection of Employment) (TUPE) process with each of the 5 providers previously responsible for the helpline.

Expand service level

Evolved service from sign-posting to dedicated tier-2 consultation for customers requiring additional support to navigate to the appropriate solutions.

Provide support mechanism and insights

Supported the development of government policy through agent forums providing unequivocal insight into the way citizens are adopting and implementing energy-saving measures.

Enhance knowledge base

Liaised with the Energy Savings Trust to maintain the complex knowledgebase of government policies and initiatives that support the helpline.

Improve training and efficiency

Created a dynamic knowledge and training regime to respond efficiently to new energy initiatives and changes to existing government schemes.

Enhance the energy ecosystem through the helpline

Evolved the helpline into an integral part of the energy ecosystem, communicating with policymakers and suppliers in the energy marketplace to ensure citizen needs are dealt with efficiently.

Develop flexible and scalable solutions

Developed a highly flexible and scalable solution handling over 400,000 citizen enquiries annually via phone and email including addressing seasonal peaks as well as volume spikes during critical government campaigns:

During the annual Big Energy Saving Week in October, HGS doubles the size of the team for a 2-week period to meet expected increase in volumes without compromising on service quality.
The Energy Helpline spearheaded the launch of the Green Deal initiative in January 2012, fast-forwarding the adoption of energy-saving devices and behaviours across the UK. Ahead of the launch, HGS ramped up the team to 100% and completed an exhaustive 3-week training programme in preparation for citizen enquiries.

Results

“This is a resourceful, highly skilled and friendly group of people doing everything they can to help consumers save money on their energy bills while contributing to a serious reduction in the UK’s carbon footprint. It’s been a pleasure to witness their energy, knowledge and enthusiasm.”
~ Greg Barker MP, Former UK Government Minister for Climate Change

80%reduction in operating costs

66%reduction in headcount due to helpline consolidation

85%quality score achieved, exceeding client targets with the introduction of focused training programs

86%CSAT score recorded

Helpline and TUPE transition achieved in 45 days without any reduction in service performance.

Through constant feedback, transition HGS has greatly influenced government policy making in the areas of call journey, complaints handling, and quality process

“While the Energy Savings Trust’s knowledge workers bring new information from the market, HGS agents provide regular feedback from citizens about how the different schemes are being received and whether they are working successfully. This is invaluable information that helps us to plan future activities.”
~ Programme Manager, Green Deal Service Delivery for DECC.

Global locations

USA • UK • Canada • India • Philippines • Jamaica • Australia • Colombia

Global Headquarters: GHS, Bommanahalli, Hosur Road, Bengaluru – 560068

Registered Office: 171, Dr. Annie Besant Road, Worli, Mumbai – 400018, Maharashtra

CIN: L92199MH1995PLC084610

Online Dispute Resolution (ODR)