Welsh Public Sector

Welsh Public Sector

One route to modern, secure services for the whole Welsh Public Sector

Connecting Wales gives local authorities, NHS bodies, education providers and Welsh Government a single, compliant route to modern digital capability - shared, secure and quicker to procure.

Speak to our Welsh Public Sector Team Explore shared service options

What Connecting Wales Enables

  • Cost-effective modernisation

    Access cloud-based communications, AI-driven automation, secure networking and data insight through a compliant procurement route designed for Welsh public bodies. Reduce duplication. Accelerate change. Protect public value.

  • Shared services and collaboration

    Enable cross-organisation delivery models across local government, NHS, education and Welsh Government. Standardise citizen access. Support collaboration across departments and regions

  • Secure, resilient foundations

    Modern digital services rely on strong foundations. Integrated networking, cybersecurity and 24/7 monitoring protect sensitive information, maintain availability and support audit readiness.

Why this matters in Wales

Welsh public services face sustained pressure. Budgets are constrained. Demand is rising. Citizen expectations continue to increase – across phone, digital and assisted channels. Welsh language standards must be upheld consistently. At the same time, digital inclusion remains essential. Automation cannot replace human support – it must complement it.

Legacy telephony estates, fragmented suppliers and ageing infrastructure limit agility. Security risks are growing. Public trust depends on resilience, data protection and regulatory assurance. Modernisation must deliver measurable value. It should reduce cost and duplication, embed security and resilience from the outset, enable fully bilingual services as standard, and create a sustainable operating model that supports communities across Wales for the long term. Connecting Wales provides a structured, compliant way to achieve this - supporting shared capability, reducing duplication and enabling transformation that is financially and operationally sustainable.

Capability Available Through the Framework

Connecting Wales enables access to a broad set of joined-up digital capabilities.

Get In Touch

  • Citizen and Patient Access

    Modern omnichannel contact capabilities with intelligent routing and assisted digital pathways. Improve accessibility while reducing avoidable demand and repeat contact.

  • Collaboration and Modern Ways of Working

    Cloud communications and collaboration tools supporting hybrid and flexible working models across Wales, securely and at scale.

  • Automation and Responsible AI

    AI-powered self-service, agent assist and analytics delivered with governance and security controls. Increase productivity while maintaining compliance and transparency.

  • Data and Insight

    Operational visibility across services, demand drivers and performance. Make evidence-led decisions. Prioritise improvement. Measure impact.

  • Secure Infrastructure and Connectivity

    Integrated LAN, WAN and SD-WAN foundations designed for cloud and hybrid environments. Simplified management. Application-aware performance. Embedded security.

  • Cyber Resilience and Security Operations

    24/7 monitoring, threat detection and incident response capabilities that reduce risk and strengthen operational confidence.

  • Managed Service and Continuous Optimisation

    Service delivery management, governance and continuous improvement to ensure transformation is sustained -- not just delivered.

Sector Challenges - and How Connecting Wales Helps

  • Budget pressure and cost-to-serve

    Public bodies must deliver more with less while protecting frontline services.
    Rising demand without operational improvement increases financial strain and limits reinvestment.
    Through shared cloud capability, automation and optimisation, Connecting Wales supports self-funding transformation – reducing cost-to-serve while improving service quality.

  • Fragmented technology estates

    Legacy telephony, separate networks and siloed suppliers restrict agility.
    Complex estates increase operational risk and slow change.
    Connecting Wales enables integrated communications, secure infrastructure and managed services – bringing estates together under clear governance and accountability.

  • Security and resilience risks

    Public services hold sensitive citizen data and cannot tolerate prolonged downtime.
    Cyber threats are increasing. Regulatory scrutiny is tightening.
    Secure-by-design infrastructure, integrated security controls and ongoing monitoring strengthen resilience and protect public trust.

  • Modernisation without disruption

    Transformation programmes often stall due to limited internal resource, procurement complexity or risk aversion.
    Through a structured consult-transform-optimise lifecycle, organisations can modernise at pace while maintaining service continuity and governance.

  • Maintaining Welsh language and inclusive access

    Bilingual delivery and inclusive design are core requirements across Wales.
    Modern digital platforms must support Welsh language access consistently across channels – without increasing operational burden.
    Connecting Wales enables bilingual capability within modern cloud environments, ensuring accessibility remains central to service design.

Supporting Shared Services Across Wales

Shared platforms create a consistent front door for citizens, making it easier to access services regardless of organisation or location, while reducing friction and confusion. Connecting Wales provides the procurement route and delivery capability to make this practical, not theoretical.

  • Consistent bilingual service delivery at scale

    Enable high-quality Welsh and English language support across every interaction, ensuring compliance and a seamless experience for all communities.

  • Shared cybersecurity and digital expertise

    Pool specialist skills across organisations to strengthen security posture, improve resilience and ensure best practice is applied consistently in increasingly complex environments.

  • Reduced duplication of infrastructure and systems

    Eliminate overlapping technologies and fragmented estates, lowering cost and complexity while creating a more efficient, scalable digital foundation.

  • Maximising scarce digital skills and resources

    Make better use of limited in-house expertise by sharing capabilities, improving coverage and freeing teams to focus on higher-value transformation priorities.

How Delivery Works

Connecting Wales supports a structured, evidence-led approach.

  • Consult

    Assess service demand, digital maturity, infrastructure readiness and security posture. Build a clear value case aligned to public sector priorities.

  • Transform

    Design and deploy modern communications, secure infrastructure and automation capabilities. Integrate with existing systems. Protect continuity.

  • Optimise

    Embed governance, reporting and continuous improvement. Monitor performance. Adapt as demand and policy evolve.

Is your Welsh council ready for the next generation of bilingual citizen services?

Find your Welsh council in the CX Reality Index view that brings together financial pressure, resident voice, channel evidence and transformation opportunity. Built for Welsh public sector leaders planning better access, bilingual service delivery and sustainable shared-service models.

Our Approach

  • Discovery

    Find your Welsh council profile

  • Analysis

    Review channel performance, access needs and transformation signals

  • Roadmap

    Shape a roadmap for better citizen service across Wales

"FourNet’s innovative design and tailor-made service will help to transform the digital services of local government and the public sector in Wales."
Rob Thomas, Managing Director, Vale of Glamorgan Council

If you’re already a client, please call us at 0845 055 6366 or email hi@fournet.co.uk.

Proven Impact Across Wales

FAQs

  • Who can use the Connecting Wales framework?

    The framework is open to Welsh public sector organisations including local authorities, NHS bodies, education institutions, Welsh Government and associated public bodies.

  • Is this limited to contact centre services?

    No. While citizen access is a key component, the framework enables access to broader digital capability including secure networking, cybersecurity, automation, data insight and managed services.

  • How does the framework reduce procurement complexity?

    It provides a compliant route to market, enabling faster engagement and reduced duplication of procurement effort while maintaining governance and assurance.

  • How are security and compliance addressed?

    Security is embedded across networking, cloud communications and operational monitoring. Ongoing governance and managed services support audit readiness and resilience.

  • Can shared service models be developed across organisations?

    Yes. The framework is designed to support collaboration across Welsh public bodies, enabling shared capability and standardised service models where appropriate.