HGS in the News

Passport Service appoints Careline

Wednesday, October 14, 2009 | UK

Careline wins Identity and Passport Service Business Helpline contractThe Identity & Passport Service (IPS), responsible for the production of passports and the introduction of identity cards, has selected Careline to support the rollout of the UK's new National Identity Service. Consumers in the Manchester area will be invited to apply for identity cards in late 2009 and their availability will be extended to other locations in the North West of England early in 2010. A marketing campaign is already underway to build awareness of the scheme amongst businesses that will be regularly presented with the new cards as proof of identity by consumers. The campaign is supported by a helpline, manned by staff in Careline's Selkirk contact centre.

Careline's trained team of advisors will answer questions from businesses about the identity cards and send out information packs requested by phone or email.

Careline was selected from a number of companies on the Central Office of Information's roster for public sector and government contact centre related projects and, for the past 6 months, has gained valuable experience in a similar field, managing UK passport enquiries from over 50 countries.

"It is vital that businesses have access to reliable, speedy information about the new cards, how they can be used and how they should be checked," says Careline's Managing Director, Charles Cooper-Driver. "Our experience dealing with the UK passport office stands us in very good stead to support this important new service as it rolls out across the UK."