Modernising Customer Services through the LCSG Framework

Southwark Council is revolutionising the way it provides services – and other London-based organisations are invited to benefit from that work.

The council has selected a strategic partner, Pearson Government Solutions, to help deliver it’s Customer Service Centre (CSC) project:

• A contact centre – expected to handle 80% of service requests, whether by phone, fax, email or web
• Three ‘One Stop Shop’ public offices – able to handle most service requests for customers who prefer to deal with the council face-to-face
• An easy to use ICT system that manages all customer dealings and joins up council services.

Southwark customers will be able to contact the CSC contact centre or arrive at a One Stop Shop where a trained officer can process a job request, provide the customer with an update on the progress of that job – and assist with enquiries in relation to any other council service.

The procurement process for the CSC contract was done in a way that makes it available, under a framework agreement, to other organisations that are part of the London Contracts & Supplies Group.

Southwark’s approach is just one use of the framework. Other organisations would be able to tailor the framework to their own needs, employing a different ICT platform or a different range of services in scope. Their contract would be with Pearson Government Solutions as the prime contractor providing the services, not Southwark.

Contact points
Bill Murphy, Assistant Chief Executive, Southwark Council
bill.murphy@southwark.gov.uk
07961 97885/ 020 7525 7199

Nigel Rourke, Director, Pearson Government Solutions
nigel.rourke@pearson.com
07753 937847

See the attached for further details – and to find out more:
Questions & Answers (128kb)
Southwark's solution and benefits for LCSG members (1.5mb)