The Future of Public Service Contact Centres Report

The Future of Public Service Contact Centres Report

The challenge: doing more with less

Public sector organisations are under increasing pressure to deliver efficient, accessible services—despite shrinking budgets and rising demand. While technology investments have surged, operational gaps remain, leaving citizens frustrated by slow, outdated processes.

• Public sector IT spending has doubled in five years, yet nearly half of government and NHS services lack a digital pathway.
• 87% of citizens expect government services to match private-sector standards, but public services still rank last for user experience.
• Citizens spend an average of 10 days per year dealing with government bureaucracy, from renewing passports to applying for benefits.

The need for practical, citizen-first digital improvements is clearer than ever. But how can public sector leaders ensure technology investments deliver positive outcomes?

Download the report to discover:

• Key challenges slowing digital progress—and how to overcome them
• How AI and cloud technology can improve accessibility, efficiency, and service delivery
• The role of Microsoft Teams in improving collaboration and response times
• Real-world case studies showcasing successful public sector transformations

“The public sector sits at a crossroads. On one side, outdated systems slow progress. On the other, digital transformation offers a clear path to faster, smarter, and more accessible services. The opportunity is here—now is the time for action.”
– Jason Roos, CEO, Cirrus

Practical solutions for a new standard of service

Technology is not the barrier—approach is. The report explores how:

• AI-powered automation speeds up responses, reduces admin, and improves citizen engagement
• Cloud contact centres ensure resilience, scalability, and cost efficiency
• Integrated digital platforms eliminate duplication and improve cross-agency collaboration
• Data-driven insights to better manage resources and improve service outcomes

Real impact, real results

Learn how organisations like Telford & Wrekin Council and Hillingdon Council have reduced call wait times, cut costs, and improved citizen satisfaction through smart digital solutions.

Get the insights you need to make a difference.

Download your free copy of ‘The Future of Public Service Contact Centres’ today.