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Statistics Office Embraces BT's Cloud-Based Contact Center Solution

UK's Office National Statistics (ONS) has opted for a cloud-based customer support system provided by BT, a British telecommunications company. This organization, responsible for gathering and interpreting economic statistics, has chosen BT's services for managing their contact center operations.

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National Statistics Office Embraces BT's Cloud-Based Customer Service Platform
National Statistics Office Embraces BT's Cloud-Based Customer Service Platform

Statistics Office Embraces BT's Cloud-Based Contact Center Solution

The Office for National Statistics (ONS) has made a significant move towards cloud-based solutions by choosing a hosted contact centre management system from UK telco BT. The decision to adopt BT's Cloud Contact system signifies a shift in the UK government's approach to digital infrastructure.

The Cloud Contact system will integrate seamlessly with ONS's existing telephony system, applying call-routing rules based on the nature of each incoming call. This integration will enable the ONS to streamline its contact centre operations and provide a more efficient service.

Andrew Kingston, BT's Cloud Contact government sales lead, stated that the on-demand nature of the service allows the ONS to scale its IT spend according to demand, offering a cost-effective solution for the government agency. The ONS's switch to BT's Cloud Contact system also includes a shift to a pay-as-you-go pricing model.

The ONS, responsible for compiling and analysing economic data for the UK government, will benefit from the flexibility and scalability of the Cloud Contact solution. The system will enable ONS agents to work from home for the first time, providing a more flexible working environment.

The BT Cloud Contact system offers several advantages for government agencies like the Office for National Statistics. Key benefits include:

  • Business Continuity and Resilience: With the planned PSTN (Public Switched Telephone Network) switch-off by January 2027, BT Cloud Contact ensures continuity of essential public services and contact centre operations by moving communications to cloud platforms, minimising disruptions during this digital switchover.
  • Enhanced Flexibility and Scalability: Cloud contact systems can scale quickly to meet varying demand levels, supporting government agencies that may experience fluctuating call volumes or require rapid deployment of new services without physical infrastructure constraints.
  • Improved Citizen Engagement: BT Cloud Contact enables integrated government call centres, which improve responsiveness and streamline access to multiple public services. This integration supports enhanced citizen feedback mechanisms and a better overall customer experience.
  • Support for Vulnerable Populations: The system helps maintain critical connectivity for vulnerable groups reliant on landlines or emergency services by leveraging cloud technologies with backup solutions recommended by Ofcom, ensuring reliable contact even during power outages.
  • Cost Efficiency and Future-Proofing: Cloud solutions reduce the need for maintaining legacy hardware and support easier updates and integration with digital government strategies, aligning with the government's push for digital transformation and improved mobile network coverage.

The ONS aims to lower software and hardware costs by switching from its on-premise contact centre solution to BT's Cloud Contact system. The implementation of BT's Cloud Contact system by the ONS is intended to modernise their contact centre operations.

Colin Shaw, service centre director at ONS, emphasised the importance of technology in providing comprehensive statistics for the public good. The ONS contact centre teams aim to support and manage multiple channels of enquiry to deliver information and advice quickly to stakeholders in their preferred format.

Kingston noted that all contact centres have seasonal peaks, and the BT Cloud Contact solution offers a different approach to traditional methods of managing these peaks, which often involve investing in underutilized hardware. The BT Cloud Contact system is designed to improve the efficiency and flexibility of the ONS's contact centre operations.

By adopting BT's Cloud Contact system, the ONS is taking a significant step towards modernising its contact centre operations and delivering reliable, efficient, and accessible public services as part of the UK's evolving digital infrastructure.

[1] Ofcom (2020). Future telecoms infrastructure review. Retrieved from https://www.ofcom.org.uk/__data/assets/pdf_file/0031/127972/consult/future-telecoms-infrastructure-review-conclusions.pdf

[2] HM Government (2020). National Infrastructure Strategy. Retrieved from https://www.gov.uk/government/publications/national-infrastructure-strategy/national-infrastructure-strategy

[3] HM Government (2021). National Infrastructure Strategy: Delivery Plan. Retrieved from https://www.gov.uk/government/publications/national-infrastructure-strategy-delivery-plan/national-infrastructure-strategy-delivery-plan

[4] BT (2021). BT Cloud Contact for Government. Retrieved from https://www.bt.com/business/products/cloud-contact-for-government

  1. The Office for National Statistics (ONS) is capitalizing on the versatility and scalability offered by BT's Cloud Contact system, which is a blend of finance, technology, and business solutions, aiming to modernize its contact center operations.
  2. By incorporating a pay-as-you-go pricing model and harnessing the on-demand nature of BT's Cloud Contact system, the ONS is seeking to minimize costs while maintaining a robust business continuity and resilience strategy, ensuring efficient and accessible public services in alignment with the UK's evolving digital infrastructure.

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