Serco manages and delivers the NI Direct (NID) Contact Centre, which serves as the primary entry point for the Northern Ireland Civil Service.
We provide members of the public with access to 79 critical services – from renewing driving licences and booking MOT appointments, to managing benefits claims and reporting flooding incidents.
Transforming digital services
NI Direct (NID) aims to transform the provision of digital services to citizens, with Serco contracted to deliver 36% channel shift by 2029.
We increase efficiency by leveraging technology to facilitate more convenient and accessible customer interactions. This is achieved by placing citizens at the heart of the transformation, to ensure high levels of customer satisfaction and continuity of access to services – regardless of their level of digital literacy.
Achieving 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 a day-to-day basis. Our CI Manager uses this research to identify key opportunities for technology innovation, collaborating with NID by discussing opportunities and their impact 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 levels of first contact resolution, and enhance service quality.
Serco has 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 encompasses three service lines within the Driver 7 Vehicle Agency (DVA): testing, licensing, and the Passenger Transport Licensing Division (PTLD).
David McCullough, Contract Manager Northern Ireland Direct
Following the pilot, we are aiming to embed the chatbot within the DVA and continue expansion to other suitable service lines. The focus will centre on areas where our agents primarily direct citizens to webpages or to 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.
Our results
- 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 on hold or blocked.
- 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.