Deliver a cost effective Energy Advice service being delivered presently through fragmented suppliers, which made it difficult to manage and expensive to maintain.
Create an innovative service delivery model to evolve in line with changing government policies and growing citizen needs. In parallel, deploy a flexible and scalable solution to handle fluctuating contact volumes around the year.
Implement rigorous training and knowledge management initiatives to drive faster problem resolution and better outcomes for the citizens.
Support government decision making through insights uncovered in partnership with the Energy Savings Trust and different energy stakeholders.
Deliver ongoing support for vital government schemes like the Green Deal, through encouraging citizen uptake of energy initiatives available under the schemes.
Consolidated fragmented helplines into one centralised operation delivered out of London-based contact centre, supported by 80 energy advisors. HGS also helped ensure a smooth transition by managing the TUPE process with each of the 5 providers previously responsible for the Helpline.
Evolved service from sign-posting to dedicated tier-2 consultation for customers requiring additional support to navigate to the appropriate solutions.
Supported the development of Government policy through Agent Forums providing unequivocal insight into the way citizens are adopting and implementing energy saving measures.
Liaised with the Energy Savings Trust to maintain the complex knowledge base of government policies and initiatives that support the Helpline.
Created a Dynamic knowledge and training regime to respond efficiently to new energy initiatives and changes to existing government schemes.
Evolved the Helpline into an integral part of the energy ecosystem, communicating with policy makers and suppliers in the energy market place to ensure citizen needs are dealt with efficiently.
Developed a highly flexible and scalable solution handling over 400,000 citizen enquiries annually via phone and email including addressing seasonal peaks as well as volume spikes during critical government campaigns: