Serco Awarded £63m Contract to Deliver Multi-Channel Contact Centre for Key UK Government Services
Serco has been awarded a £63 million contract to deliver a UK-based contact centre supporting customers of HM Passport Office (HMPO), UK Visas and Immigration (UKVI), and the Ministry of Justice (MoJ).
The contract, awarded at the end of last year, will see Serco provide a 365-day, multi-channel customer service operation, enabling both UK and international customers to access support via telephone, email, web chat, and SMS. The service is scheduled to go live in July.
Serco currently delivers contact centre services for HMPO; however, this new agreement expands its remit, enabling closer collaboration with the Home Office and Ministry of Justice to further enhance customer experience and service delivery.
Central to the new service is a commitment to a “right first time” approach, ensuring customer queries are resolved efficiently at the first point of contact. The solution has been designed to be both scalable and adaptable, allowing it to respond effectively to fluctuating demand and evolving operational requirements.
Scope of Services
– HM Passport Office (HMPO): Support will include handling enquiries relating to lost or stolen passports, passport validation services, and general queries. The service will be structured to accommodate seasonal demand, improving accessibility during peak travel periods.
– UK Visas and Immigration (UKVI): The contact centre will provide assistance to visa applicants in eight languages, covering general enquiries, technical support for online applications, and guidance on re-application processes.
– Ministry of Justice (MoJ): Services will include handling calls linked to statutory functions, supporting public protection casework and mental health casework concerning offenders.
Antony King, Managing Director of Citizen Services at Serco, commented:
“This new contract reflects our strong track record in transforming public services. By reshaping the existing operation and introducing proven technologies, including AI, we will enable customers to access the services they need, when they need them, through a range of convenient channels.
We are pleased to continue our partnership with government to deliver innovative, high-quality, and value-for-money services.”
We bring together the right people, the right technology and the right partners to create innovative solutions that make positive impact and address some of the most urgent and complex challenges facing the modern world.
With a primary focus on serving governments around the world, Serco’s operations in the UK span defence, space, healthcare, justice and migration, transport and citizen services. Our core capabilities include service design and advisory, resourcing, complex programme management, systems integration, case management, engineering and, asset and facilities management.
For additional information on Serco visit their Website
