Telephony Consulting for Government Body, GSCC
A government body responsible for the registration and regulation of social care workers.
CAS was awarded the consultancy contract to advise GSCC on the best way to improve telephony services to fall in line with specific customer facing services.
Following CAS recommendations, a specification was issued on behalf of GSCC for a call logging system which was focused around providing enhanced management information for the call centre staff. The new system was a great success, providing GSCC with the facilities required to keep better tabs on the individual records and employment information of its members, and at a competitive cost.
- A summary of activities and achievements runs as follows:
- User requirements analysis by liaising with senior managers, call centre and customer services teams
- Review of options and report for the replacing/upgrading telephony services at sites in London and Rugby
- Options appraisal and project management of expanded voice and IT services at the Rugby site
- Cost saving review for telecoms and IT services covering:
- telephone systems maintenance contracts
- remote/home worker services
- telecoms lines for voice and bundled contracts for IT wide area services, cutting costs through cross-subsidies on combined service packages.
- telephone call charges from all locations
- mobile phone contracts
The telecommunications cost savings review project deliverable received positive feedback after being reviewed by the management board. It pinpointed savings considerably exceeding the cost of CAS consultancy fees.
The most recent assignment was to assist in writing the business case for an IP Telephony project to cover staff in London and Rugby. The front-line contact centre required total replacement due to a planned 10-fold increase of telephone calls, as GSCC was due to become the Health and Care Professions Council (HCPC) in 2012 with vastly expanded responsibilities. The HCPC has the additional empowerment of investigating concerns raised about social workers in England. And, in the gravest cases, can suspend a social worker in England, whilst an investigation is carried out.
The newly created HCPC was made better equipped to deal with the complaints of those employing the services of social workers. Complaint numbers were expected to rise as the public was actively encouraged both to check their social worker was listed on the profession register, checktheregister.org; and to let the regulator know if they were practising without a licence.