Pearson Government Solutions today announced that it has been selected by the London Borough of Southwark as its preferred partner for a ten year contract for its new Customer Service Centre (CSC).
The CSC will modernise and simplify the provision of council services in Southwark. It will handle enquiries and support delivery of services to residents and businesses in the borough from April 2005. Processes that are currently dealt with by a number of different departments - such as housing, planning and environment - will be brought together in a one-stop shop for the first time. Customers will be able to deal with the CSC through a wide range of channels, including telephone, online and email, post and fax and in person. The London Borough of Southwark expects the CSC to deliver a range of benefits, including better information, more efficient management of enquiries and more effective delivery of services.
David Bell, Pearson's director for people, said:
"The Customer Service Centre is a crucial part of Southwark's bold plan for modernising and improving services. We already help deliver government services to 200 million citizens worldwide, and we look forward to helping Southwark make a real difference in its provision of information and services."
Southwark Council's executive member for communication and improvement, Cllr James Gurling, said:
"We are going through a huge modernisation programme and the Customer Service Centre, and access to services via the internet, are at the core of this transformation. Our long-term plan is to provide a model of good practice which could be bought into by other councils, bringing extra revenue into Southwark."
As prime contractor, Pearson Government Solutions will work with a number of partners, including Liberata, Axon, SAP and valueadding.com.
Pearson Government Solutions has more than 25 years' experience in managing award-winning customer contact programmes and eGovernment projects. It has over 3,000 information specialists in 35 contact centres worldwide, serving as the voice of public sector organisations for more than 32 programmes. These include 1-800-4-FED-AID for the U.S. Department of Education Student Financial Aid programme, dealing with 10 million applicants annually, and 1-800-MEDICARE for the Departments of Health and Human Services, Centers for Medicare and Medicaid Service, handling some 13 million enquiries a year.
Charlotte Elston Pearson 020 7010 2314