UK Public Sector
Support the needs of citizens as they evolve
With a trusted Crown Commercial Service
customer contact centre provider
Meet the needs of all citizens, alongside legacy systems
Drive digital transformation alongside legacy systems
Adapt, flex, and scale staffing to address short-term and ongoing challenges
Maximise value for the taxpayer with quality customer experiences (CX)
Ensure robust governance
Elevate citizen interactions within established public sector frameworks and accreditation.
Optimise without sacrificing quality
2,000+ citizen-facing CX advisers in the UK
Craft a world-class contact centre in touch with the citizens it serves.
Outsource your entire contact centre or augment an in-house team.
Rely on an HR team that has onboarded thousands of CX advisers for the UK public sector.
Draw from screened talent pools across the UK supporting local employment.
Share resources across smaller accounts to contain costs yet meet obligations.
Flex to address business-as-usual (BAU), seasonality, campaigns, and crises.
Benefit from our public sector experience
HGS UK collaborates with organizations across the public sector – including all levels of central government, local government, housing, health, and education. We work directly with our clients and indirectly via larger consortiums to deliver citizen support with impact.
We can help you shape your citizen engagement strategy to inform your next tendering process.
Excel in times of cost pressure
We are committed to optimising the cost to serve, creating solutions that leverage technology and people to deliver better, faster and easier outcomes for the public.
We incorporate self-service, virtual agents, and contact deflection into our solutions – ensuring efficient management of every interaction through our CX professionals.
We understand and respect our role to help reduce costs, allowing you to continue investing in vital public services.
Modernise your CX technology stack
Doing more with less may require a legacy technology migration, systems integrations, or even a phased digital transformation.
If your strategy to more efficiently serve the public includes an investment in contact centre or cloud technologies, the HGS UK team can help with experts on demand, staff augmentation, or ongoing managed services. We can assist in ending your team’s reliance on legacy, customer-focused systems by 2025.
A modern IT architecture can empower and enable a more fluid response to changing citizen demands, policies, and economies.
Head of Digital, HGS UK
Make a difference
As a corporate citizen, HGS acknowledges our responsibilities to deliver social value and make an impact in the communities we serve.
Government teams act as environmental and social governance (ESG) role models, and we commit to helping make the future brighter for everyone.
Protecting UK jobs, TUPE adherence
Diversity, Equity, and Inclusion (DEI) programs
High quality, long-term employment
Employee health and wellbeing support
Eco-friendly, 2035 net-zero workplace strategy
Community and charity volunteerism / fundraising
Equality, sustainability, and fairness in procurement
Executive-level CSR governance
Arrange a free, no-obligation consultation
Public Sector Development Director
Specialising in central government
(Based in Bracknell, UK)
Public Sector Partnership Director
Specialising in local government
(Based in Newcastle Upon Tyne, UK)
Please complete the form, and Rob or Paul will respond to you within two business days.
What types of government services do you provide?
How does HGS UK support vulnerable citizens?
The definition of a vulnerable customer, according to the UK (FCA), is a “customer who is particularly susceptible to detriment due to personal circumstances.” Vulnerable callers – low income, elderly, homeless, mentally ill, asylum seekers, etc. – are becoming more and more common. These customers require specialised care from a well trained, equipped, and (mentally) supported agent. HGS UK is well prepared to address the needs of the vulnerable with:
Internal health and wellbeing programs that provide support to agents who are supporting the vulnerable
Does HGS UK have experience operating in strict, regulated environments?
Yes, we have supported public sector clients with stringent frameworks, policies, clearance requirements, standard operating procedures, etc. UK agencies have trusted us to provide contact centre services in relation to legal aid, money and pensions, healthcare, passports and visas, and more.
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