Purpose

The Channel Shift Project, part of the Digital
Transformation Programme approved by Cabinet in July 2022, aims to
reduce Citizen Services operating costs by promoting digital and
self-service options.
This decision concerns the procurement of an intelligent
Interactive Voice Response (IVR) system to handle simple enquiries
from citizens calling the Citizen Service Centre (CSC).
The system will use publicly available information to resolve
queries without advisor intervention, potentially handling about
59,000 calls annually.
This is expected to reduce avoidable contact, lower CSC operating
costs, and improve citizen experience by providing 24/7 access to
information and quicker resolution for simple enquiries.

Content

To approve the procurement of an intelligent
Interactive Voice Response (IVR) system for Citizen Services as
part of the Channel Shift Project. The system will be implemented
over three years, with projected cumulative net savings of
£385,000pa by Year 3.