Hinduja Global Solutions (HGS), a prominent player in consumer engagement, digital customer experiences (CX), analytics, and AI solutions, has announced a strategic partnership with the UK Government Digital Service (GDS).
The collaboration aims to enhance and simplify the process of identity verification for GOV.UK One Login users, making it more efficient to access central UK government services. GDS operates under the umbrella of the Cabinet Office.
This partnership, facilitated through the Crown Commercial Service Framework, represents a significant opportunity for HGS UK to contribute to GDS’s mission of empowering constituents to access government services with greater ease and efficiency.
Patrick Elliott, CEO of HGS UK, expressed his enthusiasm for this partnership, emphasizing the company’s commitment to being a trusted and forward-looking partner. He stated, “Securing this opportunity was not based on the ability to convey just what we could do today, but rather our unwavering dedication to being a trusted, collaborative partner that conveyed where we could go in the future – together.”
The collaboration will enable HGS UK to offer comprehensive, multi-channel support for public users of GDS’s GOV.UK One Login services. Leveraging its extensive experience in implementing critical government solutions globally, HGS will provide digital capabilities to support agents. This includes a single-pane-of-glass interface for voice, webchat, webform, social interactions, and intelligent deflection through conversational AI. Additionally, HGS will monitor interaction trends and alerts through speech and text analytics.
Rachel Tsang, Deputy Director for the Digital Identity Programme at GDS, expressed her satisfaction with the partnership. She noted, “We are pleased to announce a partnership with HGS to supply a contact centre for our users. By doing this, we will be able to provide our users with great customer support, at the point of need when they are accessing GOV.UK One Login. Having these services in place will allow us to focus on all our customers, including those with low digital skills.”
This partnership between HGS and GDS signifies a step forward in enhancing the digital infrastructure of central UK government public services. It reflects the government’s commitment to delivering efficient and user-friendly services while ensuring that all citizens, regardless of their digital proficiency, can access the resources they need effectively.
