A major programme of improvement is required to deliver a consistent and efficient service that meets customers' needs. The ensuing transformation is likely to involve organisational restructuring, work-flow re-design, technology, people and process improvements. HMLR is aware that channel shift will play an important part in its mid- to long-term contact strategy, but the scope of this piece of work is primarily about the 'what?' and 'how?' of improving call handling performance. HMLR is therefore commissioning a piece of consultancy to identify and quantify the real and tangible opportunities in this area. The consultancy work will require time to be spent at the two Customer Service Centre locations in Swansea and Durham, as well as some visits to HMLR Head Office in Croydon for reporting and senior stakeholder engagement.
2 Castle House
Published: 8 May 2017, Receipt by: 22 May 2017
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