Transformational tech boost for Central Government department
As part of a £1bn Reform programme for specialised central government departments, FourNet was awarded a £16.3m contract to deliver new technology, through ANTENNA, which would deliver efficient case processing and enable easier access to justice for citizens.
Customer Queries Handled
Service Centre Staff
New technology was key to the UK government’s three-year project to streamline and modernise the department systems. The reform project focused on centralising the administrative processing of cases into dedicated centres, thereby freeing up courts and tribunals staff to concentrate on trials and hearings, while providing value for money for taxpayers.
The multiple service centres across the UK are the first port of call for citizens wanting information from our clients database – with staff answering calls, emails, and online queries more quickly, efficiently and reliably.
An integrated Knowledge Management system delivers relevant guidance and articles to case workers while they are engaged with citizens. Automation and self-service options are integral to the solution, using speech recognition, natural language and voice biometrics to streamline citizen’s engagement.
A survey conducted by HMCTS showed over 80% of citizens rated their call as being very good or good, over 80% felt their query was answered first time and over 90% said they were listened to and treated with respect.
Thanks to new technology, supplied and managed by FourNet, our department are providing a more streamlined and consistent service for our users. Our teams can answer incoming enquiries more quickly, access specific information so that callers do not have to keep explaining why they are contacting us and provide the right information first time.
New technology, new ways of working and modern offices are providing staff with the tools they need to provide a better service to those who need our support and guidance.
National Services Director, Central Government Dept.
Completing this project on schedule was tough going because of the pandemic and the virtual nature of the meetings between the project team and the partnership between Fournet and the client, so getting the service live has been an incredible achievement.
Consultant, FourNet Government Team
We are delighted to have helped deliver the very latest technology into the new Central Government service centres and to have done so despite the limitations placed on us by the pandemic. The technology makes life easier for staff and provides a more efficient service for members of the public.
Government Operations Lead, FourNet
HMCTS Service Centres: Making a Real Difference
FourNet improve efficiency at HMCTS Centres