Trusted Public Sector Provider

Protecting citizens and delivering value for money


100% UK delivery • Trusted CCS Supplier • A government partner for 20+ years

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Customer engagement across the citizen lifecycle through transparency, alignment, and the basics, right for long-term success.


We have been providing services to the UK public for over 20 years. We are a Crown Commercial Services Supplier on the RM6181 framework and a G-Cloud 12 framework provider for digital workforce/automation.

Our overriding principles ensure we deliver value for money, protect the citizen (particularly the vulnerable), ensure accessibility, and operate within defined and robust accredited standards.

Our proven ability to deliver seamless services across multiple channels, 24×7, is intrinsic within our public sector service offering. We provide information (FAQ and complex), guidance, customer support, signposting, registration, and advice services. Our overarching objective is to resolve first time and only handoff in specific circumstances.

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Digital-first solutions

We deliver 24/7, digital customer services to the public, ensuring cost effectiveness and efficiency at all times.

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Better citizen outcomes

As a Crown Commercial Service Supplier, we continuously prioritise and optimise citizen interactions.

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Value for the taxpayer

Our solutions are designed to deliver the most advantageous combination of cost, quality and sustainability.

Exceed expectations with HGS

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Perform

HGS delivers optimised UK staffing and service performance through a framework of ISO 9001 accredited best practice processes to deliver consistent, high-quality service at all times. We do this through flexible, scalable operating models; skilled and knowledgeable staff; and secure, scalable, and user-friendly technology.

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De-risk

We proactively track risk from implementation to business as usual (BAU) using our robust governance process (PRINCE2/ISO 9001). Our operating model is designed to scale and flex using a capable and appropriately vetted workforce to meet seasonal peaks or crisis events as needed. The cloud technology we use is UK-hosted and already tested and accredited to Government Technical Standards.

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Partner

We have invested heavily in our senior public sector team to deliver proactive and capable account management. Having worked within the public sector, they use their extensive experience to managing complex, high-performing contact centre services across critical and high-profile contracts. Experienced contract managers ensure contract alignment and drive insight and continuous improvement.

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Protect

For over 20 years, we have processed and stored official citizen personal data. Our overriding principle is to maintain protective security, keeping customer data secure. We have an established ISMS, and are fully accredited to ISO 9001:2015, ISO/IEC 27001:2013, eSCM-SP v2.01, and Cyber Essentials Plus.

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Evolve

HGS drives improvements and reduces cost by proactively sharing insight and opportunities to enhance performance and service quality. We use a collaborative approach to identify, agree to, and manage continuous improvement and innovation activities that drive commercial efficiencies through digital transformation.

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Committed

We are committed to supporting government Social Value legislation. Our Social Value Model is an extension of the investments HGS has made in corporate social responsibility (CSR) — a key part of our culture. This includes health and wellbeing, equal opportunities for all, providing skills training and career development, and tackling inequality in digital skills.

We operate from locations across the UK and have a commitment to develop and protect local and regional employment. We do this through HGS Work Cloud — our in-office, Work@Home, and hybrid operating model. We prioritise local companies and draw from local resources to support the ongoing needs of our business.

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