Business Challenges

• The Public Service Agreement set a target of converting 85% of recipients to Direct Payment by 2005
• To support this initiative DWP contracted Atos Origin to rapidly create a ‘contact and document handling centre’ - the Customer Conversion Centre (CCC)
• Complex relationships: 6 different client stakeholders, all Atos Origin practices (Consulting, SI, MO) involved and external subcontractors

Solutions

• Overall programme and ongoing daily service management of Atos Origin and subcontractor delivery
• Working with DWP to design and implement processes both within the contact centre and their interfaces with Business As Usual (BAU) activity
• Developing and supporting systems to integrate existing applications with the new contact management system and provide ad hoc reporting and reconciliation
• Separate Information Line call centre set up to handle general enquiries from the public
• Commercial and solution flexibility – allowing innovation and scalability

Benefits

• The service was provided from cold start in 5 months
• 5 Customer Conversion Centres with a peak of almost 1,500 staff
• 76 million mail items and 28 million telephone calls
• 10.3 million customers converted to DP, contributing to 96.6% uptake, surpassing PSA target of 85%
• Complaints at 0.016% of all calls received
• Increased customer satisfaction, whilst protecting BAU operations