Case Study: Northgate Public Services

How we help Northgate Public Services provide public sector organisations nationwide with cutting-edge Cloud Contact Centre services

Overview

  • Northgate Public Services (NPS) has worked with the public sector since 1969, providing software and outsourcing services.
  • NPS delivers services to government agencies, local authorities, housing providers, the police and emergency services, hospitals, transport providers and utilities
  • NPS’s services are used by a range of government departments and over 400 local authorities, as well as by social housing providers both in the UK and internationally
  • NPS’s information and communication solutions are used by every police force and in every NHS hospital in the UK
  • NPS uses Content Guru’s cloud platform storm as the technology underlying its contact centres, and has been a Systems Integrator partner of Content Guru since 2013, selling storm-based solutions to a wide range of public sector organisations across Britain.

The Challenge…

“When we came to look for a replacement solution for our service desk contact centre in Wynyard our requirements were complex, reflecting the multiple simultaneous targets we need to meet.

“We were immediately impressed by storm’s reporting functions and intuitive service builder, which enabled us to hit these targets while connecting and improving our range of services to an unprecedented degree.

“We were so pleased with the advanced functionalities and painless transition that the storm platform offered us that we now use it for three of our own contact centres, as well as in multiple embedded locations across the country. On top of this, it is an integral part of the portfolio of products we offer to the public sector nationwide.

“Councils require us to deliver a wide range of cutting-edge technology within a very tight budget and timescale. Thanks to storm’s modular, pay-as-you-go approach, we are able to deliver market-leading technologies to organisations on a timescale to suit all budgets, while the service builder helps us to deliver projects at an unrivalled speed.

“With each new successful deployment, we find a new use for storm, and as the platform adapts to stay ahead of the market we’re excited to see what the future holds both for the platform and for NPS.”

Andrew Morris, Head of Customer Services and Service Management, Northgate Public Services

Overview

  • Northgate Public Services (NPS) has worked with the public sector since 1969, providing software and outsourcing services.
  • NPS delivers services to government agencies, local authorities, housing providers, the police and emergency services, hospitals, transport providers and utilities
  • NPS’s services are used by a range of government departments and over 400 local authorities, as well as by social housing providers both in the UK and internationally
  • NPS’s information and communication solutions are used by every police force and in every NHS hospital in the UK
  • NPS uses Content Guru’s cloud platform storm as the technology underlying its contact centres, and has been a Systems Integrator partner of Content Guru since 2013, selling storm-based solutions to a wide range of public sector organisations across Britain.

The Challenge…

“When we came to look for a replacement solution for our service desk contact centre in Wynyard our requirements were complex, reflecting the multiple simultaneous targets we need to meet.

“We were immediately impressed by storm’s reporting functions and intuitive service builder, which enabled us to hit these targets while connecting and improving our range of services to an unprecedented degree.

“We were so pleased with the advanced functionalities and painless transition that the storm platform offered us that we now use it for three of our own contact centres, as well as in multiple embedded locations across the country. On top of this, it is an integral part of the portfolio of products we offer to the public sector nationwide.

“Councils require us to deliver a wide range of cutting-edge technology within a very tight budget and timescale. Thanks to storm’s modular, pay-as-you-go approach, we are able to deliver market-leading technologies to organisations on a timescale to suit all budgets, while the service builder helps us to deliver projects at an unrivalled speed.

“With each new successful deployment, we find a new use for storm, and as the platform adapts to stay ahead of the market we’re excited to see what the future holds both for the platform and for NPS.”

Andrew Morris, Head of Customer Services and Service Management, Northgate Public Services

Contact Centres

The Problem

  • With Northgate Public Services (NPS) rapidly expanding, it needed a solution which enabled them to open new contact centres with minimal disruption or delay
    NPS provides Business Process Outsourcing (BPO) solutions to all 206 Local Authorities across England, Scotland and Wales
  • Each council has its own unique Service Level Agreement (SLA) with NPS, making it extremely complex to prove their Return on Investment
    Compounding this problem, NPS users need to move swiftly between queues, contracts, councils and even locations, making it extremely difficult to evaluate its performance
  • With so many councils relying on NPS, it needed a watertight disaster recovery solution in the event of service disruptions
    NPS wanted to take advantage of the flexibility offered by remote working without sacrificing functionality
  • NPS needed to deliver maximum results and flexibility at a minimal cost.

The Solution

  • storm’s cloud-based nature meant that NPS could seamlessly transition from their former solution and location, saving them enormous disruption
  • Users can indicate which council they are working for on a second-by-second basis with the click of a mouse
  • The storm team developed a bespoke dashboard for the NPS supervisors, enabling them to view reports, both in real-time and historically, which show the performance of users at all levels
  • This visibility helps NPS to continually optimise their strategy through effective resource distribution
  • If service is disrupted in one of its contact centres, NPS is able to deliver an identical service through the cloud from alternative, unaffected, sites
  • As the full capabilities of storm are available from any internet-enabled location, users work from outside of their office, or from home without any loss in quality of service
  • storm enables NPS to deliver automated services, helping it to make the most of its human resources
  • The storm product roadmap provides NPS with new features that help continually improve its business processes.

Parking Permissions…

The Problem

  • One of Britain’s largest cities outsources parking permission services to NPS as a managed service
  • This requires NPS to provide support to large numbers of people
  • Given that people can be fined or their cars clamped if they park incorrectly, it is critical that NPS can always answer enquiries in an accurate and timely manner.

The Solution

  • NPS uses storm in order to increase cost efficiency and effectiveness for this service
  • All calls to its parking permissions department are now sent through storm
  • storm constantly adapts to meet new demands as they develop, helping NPS to keep the service it delivers up to date
  • Using storm, NPS was able to rapidly meet the department’s need for a secure payment system through storm’s Payment Card Industry Data Security Standard (PCI-DSS) compliant payment system.

Levy Support…

The Problem

  • NPS operates a nationwide levy system for foreign drivers using British roads
  • Many of these drivers speak very limited English
  • Connecting drivers to an agent who spoke the same language was a complicated, expensive and time-consuming process.

The Solution

  • storm provides NPS with an intelligent Automated Contact Distribution (iACD®) service which automatically connects drivers with the best available agent
  • This system takes into account both individual agents’ skills and languages, as well as the pool of available skills, ensuring that the contact centre is left with as wide a range of skills as possible at all times
  • This maximises the number of contacts the contact centre can process at once.

Learn More

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