Chatbot supports people using our website

Chatbot supports people using our website

Our Contact Centre receives on average 17,000 calls and 3,850 emails per month.  This type of contact is extremely expensive to support and service and reducing the volume of contacts via these channels was one of the key objectives behind developing our online...
Helping to nurture service design

Helping to nurture service design

Our transformation strategy is increasingly focussed on Service Design – putting people at the centre of everything, experiencing our services through the eyes of the customer and looking at the end to end journey.  We are growing this way of working beyond the...
Digital Transformation Award

Digital Transformation Award

It was fantastic to be at the 2019 MJ Achievement Awards event last month and receive the Digital Transformation award. Digital transformation is not just about the technology, it’s about improving the efficiency and quality of services at a time of higher public...