Requirement
The focus of NI Direct (NID) is to transform the provision of digital services to its citizens, with Serco contracted to deliver 36% channel shift by 2029. Efficiency will be increased by leveraging technology to facilitate more convenient and accessible customer interactions.
This will be done with citizens at the heart of the transformation, to ensure high levels of customer satisfaction and ensures all customers can continue to access services – regardless of their level of digital literacy.
Solution - channel shift
Serco’s NID contract team includes a dedicated CI (Customer Improvement) Manager to lead our continuous improvement programme. They carry out data gathering activities such as process mapping, agent workshops, customer touchpoint analysis, and CSAT (Customer Satisfaction) review on day-to-day basis. Our CI Manager uses this research to identify key opportunities for technology innovation, discussing opportunities and impact with NID at each continuous improvement board meeting, alongside progress and benefits of previous change.
The CI Manager has worked closely with the NID Operational Teams to develop digital contact channels to improve efficiency, increase customer satisfaction and deliver channel shift. This has been primarily carried out by enhancing digital capabilities, reducing reliance on traditional communication like voice calls and emails to streamline operations, improve First Contact Resolution, and improve service quality.
Serco have introduced new technology to facilitate multiple integrated communication channels, including webchat and chatbot. A pilot chatbot is currently in operation on three service lines within the contract. The chatbot currently encompasses three service lines within the Driver 7 Vehicle Agency (DVA): testing, licensing, and the Passenger Transport Licensing Division (PTLD).
Following the pilot, Serco is aiming to embed the chatbot within the DVA and continue expansion to other suitable service lines. Serco will focus on areas where our agents primarily direct citizens to webpages or fill in online forms on their behalf.
Our service solution
- Omni-Channel Contact Centre: inbound & outbound calls, email, SMS, CSAT and webchat and chatbot run through the Storm platform.
- Payment services using a PCI compliant omni-channel platform. We also deliver outbound white mail.
- CRM Solution for Call Script and Knowledge Management through Verint.
- Hybrid working with fully remote workers (all based in NI) combined with an office in Belfast for those who prefer hybrid or in-office working.
- 79 Service Lines across nine broad service areas.
- Switchboard services using IVR for advance call routing for 700 Staff working directly for Service Areas.
- 33% total channel shift opportunities identified.
- £229,000 channel shift potential opportunity annually in delivery or live.
- 5.9% channel shift measured or in measurement.
- 10 channel shift solutions identified.
- £3m channel shift potential opportunity over lifetime of contract.
- Opportunity to channel shift identified on 19 service areas.
- 11% of opportunities.
- 30k potential hours of calls removed or prevented annually.
Get in touch
If you would like to learn more about our customer experience and engagement, please drop us a line and a member of our team will be in touch.