UK Public Sector

Support the needs of citizens as they evolve

With a trusted Crown Commercial Service
customer contact centre provider


We revitalise customer contact services to:

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Meet the needs of all citizens, alongside legacy systems

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Drive digital transformation alongside legacy systems

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Adapt, flex, and scale staffing to address short-term and ongoing challenges

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Maximise value for the taxpayer with quality customer experiences (CX)

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Ensure robust governance

Perform at the highest level with an accredited CX team

Elevate citizen interactions within established public sector frameworks and accreditation.

Optimise without sacrificing quality

Increase your responsiveness with UK talent

2,000+ citizen-facing CX advisers in the UK

enhance CX through technology

Connected

Craft a world-class contact centre in touch with the citizens it serves.

Contact center agents

Flexible

Outsource your entire contact centre or augment an in-house team.

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Experienced

Rely on an HR team that has onboarded thousands of CX advisers for the UK public sector.

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Local-First

Draw from screened talent pools across the UK supporting local employment.

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Economical

Share resources across smaller accounts to contain costs yet meet obligations.

Ready

Flex to address business-as-usual (BAU), seasonality, campaigns, and crises.

Benefit from our public sector experience

Work with a flexible and trusted partner

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.

Gain a fresh perspective

We can help you shape your citizen engagement strategy to inform your next tendering process.

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Excel in times of cost pressure

Maximise value for the taxpayer

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.

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Modernise your CX technology stack

Accelerate the transition to digital-first

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.

“For all our clients, we create a technology arc that maps how they can evolve. The arc always features UK-based, UK-friendly technology options and builds on existing assets. HGS is platform-agnostic, so we only recommend the best options for your needs.”

Chris Sly

Christopher Sly

Head of Digital, HGS UK

Revisit the art of the possible

Reimagine public sector CX

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Make a difference

Social values to make our communities and our planet a priority

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.

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Protecting UK jobs, TUPE adherence

Diversity, Equity, and Inclusion (DEI) programs

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High quality, long-term employment

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Employee health and wellbeing support

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Eco-friendly, 2035 net-zero workplace strategy

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Community and charity volunteerism / fundraising

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Equality, sustainability, and fairness in procurement

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Executive-level CSR governance

Arrange a free, no-obligation consultation

Speak with our government CX experts

Rob Irons
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Rob Irons

Public Sector Development Director
Specialising in central government
(Based in Bracknell, UK)

“As co-author of the Best Practice Guide for Government Contact Centres, there’s nothing I love more than collaborating to improve citizen interactions.

I’ve set up over 60 bespoke public sector solutions and advised on support services for national emergencies. I can help you achieve success on time and within budget.”

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Paul Mander

Public Sector Partnership Director
Specialising in local government
(Based in Newcastle Upon Tyne, UK)

“As a public sector procurement specialist, I’ve seen how vendor partnerships should contractually work, actually do work, and can ultimately work for the benefit of all.

I’m on a mission to create better citizen experiences. My goals are to share lessons learned, think out of the box, and support public sector innovation.”

Speak with our experts

Please complete the form, and Rob or Paul will respond to you within two business days.



Frequently asked questions

HGS UK provides services and advice in:

  • Energy and climate change
  • Public health
  • Finance, pensions, loans, and taxes
  • Sports and recreation
  • Visas and passports
  • Justice and legal

HGS UK solves common CX challenges:

  • Vulnerability and accessibility
  • Scalability and agility
  • Quality and performance
  • Speed and efficiency
  • Innovation and responsiveness
  • Modernisation and digitisation
  • Risk mitigation
  • Cost optimisation

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:

  • Technology (e.g., speech analytics) to assist with identifying vulnerability
  • Channels that allow for discreet communications
  • Specialised queues that allow longer AHTs
  • Sensitivity training and empwerment for agents
  • Text-based/SMS, video calling, TTY, closed captioning, speech recognition, voice-enabled/controlled options
  • Real-time translation and language lines

Internal health and wellbeing programs that provide support to agents who are supporting the vulnerable

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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