Connecting Wales: the shared communication & contact centre platform for the Welsh public sector

Improved citizen experience, reduced costs, increased efficiency

Sharing technology, skills and resources across Wales

Download Brochure Get in touch
Home > Sectors > Welsh Public Sector

What is
Connecting Wales?

Backed by the Welsh government, Connecting Wales is a framework which enables any Welsh public sector body to procure the latest communication, collaboration and contact centre capabilities via the cloud.

Connecting Wales is a pioneering shared contact centre platform for councils and other public sector organisations across Wales. It provides access to a modern digital platform that’s both affordable and efficient, and hands Welsh citizens more control over the services they receive and access to the information they need.

Helping the Welsh public sector achieve their digital transformation goals

Meet legislative obligations

Welsh language, Digital First , Wellbeing of Future Generations and the Social Care and Wellbeing Wales Act 2014.

All the benefits of cloud

A scalable and agile platform to test and trial new functionality and quickly roll out new capabilities.

Cost savings & value for money

Typical savings of 20% + over 3 years and up to 10% over five years compared to traditional on-premise, capex solutions.

Meet changing citizen expectations

Respond to growing citizen demand for simplified and multi-channel access both within and across the public sector.

Increased operational efficiency

Better MI and improved benchmarking, comparable between organisations, can help drive up performance.

Pathway to increased collaboration

A shared technology platform removes a key barrier to the development of collaborative and regional services.

Develop commercial opportunities

Use existing resources to generate income or share business support functions, such as Resource Planning and Quality Assurance.

Share scarce resources & skills

Shared access to Welsh language or limited business support expertise via the shared technology platform.

Increase operational resilience

Cloud solutions deliver disaster recovery and business continuity benefits; shared services mean services can be failed-over to partners.

Transform your contact centre

Improve customer experience

Increase first time resolution - Integration of health and social care to one CRM means a more holistic view of the citizen and empowers agents with the right information

Omnichannel

Single Customer View - Connecting Wales consolidates the citizen's entire history of engagement meaning they do not have to repeat information time after time

Enable Remote Working

Keep citizens in their community - The technology enables the creation of virtual contact centres and home working; thereby freeing agents to work from anywhere

Resource Management

WFM/ WFO - Streamline administrative tasks. Invest efficiencies back into agent training/ improving customer service/ offering new services

AI/Chatbots

Automate repetitive tasks - Free agent time to help those citizens who need more support and enable self-service for those who want quick & easy resolution

Collaboration

Unified communication - Enable the contact centre to pull on the skills and knowledge of the rest of the organisation using collaboration tools

This project is an excellent example of what can be achieved when local authorities and other public sector organisations work together. I am delighted Welsh Government funding is supporting collaboration across local government, allowing them to develop and use innovative technology to provide a better service to their customers and to make their staff's jobs easier.

Julie James

Minister for Housing and Local Government

Citizen Benefits

No need to repeat info

Increased first time resolution

Citizen information is shared between departments and communications channels so citizen doesn't have to repeat themselves.

Welsh Language Access

Choice of language

Customers accessing services through the medium of Welsh receive a comparable service to those accessing services in English.

Multi-channel

Get in touch however they want

Fixed line voice, mobile, email, web chat, SMS. Citizens can communicate via whatever channel they are most comfortable with.

Reduced wait times

Intelligent resourcing & routing

Resourcing levels are properly planned and enquiries are delivered to the person best placed to resolve - speeding up response time.

Integrated Services

Health, Social Care and Wellbeing

Integration of health and social care services means a more holistic view of the citizen, root causes can be addressed.

Improved outcomes

Root cause addressed

A holistic view of the citizen means the root cause can be identified and addressed rather than short term solutions.

Aligning people, process and technology

Connecting Wales aligns people, process and technology behind a common vision. Representatives from Connecting Wales will work with you to build your business case. FourNet business analysts will work with you to understand your current ways of working, what you are aiming to achieve through Connecting Wales and will share best practice from current customers. Adoption and roll out is quick and easy as it has been tried and tested by other Welsh public sector bodies.

Connecting Wales in action

"FourNet's innovative design and tailor-made service will help to transform the digital services of local government and the public sector in Wales, and we look forward to many more councils and public sector bodies joining us in Connecting Wales."

Rob Thomas

Managing Director at Vale of Glamorgan Council

Procurement Frameworks