UK government cuts off call centres

The UK government is set to reduce the use of call centres and increase contact with citizens via mobiles and digital TV, according to plans outlined by Cabinet Office minister John Hutton.

In a document published today the government has outlined plans that effectively sweep away much of the previous strategy of using websites and call centres pioneered over the past decade.

Radical changes include merging the hundreds of websites currently in operation into the existing Directgov website and merging many of its 130 call centres.

John Hutton referred to a "step change" in approach to ensure that the government starts to make full use of the technological advances becoming increasingly common in people's lives, whether at home or on the move.

Plans include allowing parents to support their child's learning and check attendance online, and reducing red tape by allowing businesses dealing with regulators to submit information once only.

Hutton also said that people would be able to book doctor's appointments by using the red button on their digital TV remotes, as well as receive appointment confirmations by text message.

Meanwhile attempts will be made to ensure that different departments share common information so that form-filling is reduced to a minimum.

Critics have suggested that such plans put those without a mobile phone and digital TV at a disadvantage, but Hutton insisted that penetration of mobile phones is equally high in all social groups, although he did not offer a breakdown of figures according to age.

The announcement has been welcomed by telecoms vendor Mitel despite the possible impact on sales of such call centre hardware.

Kelly MacMillan, public sector specialist at Mitel, said: "We work with Ashford Borough Council enabling public access by SMS. Ashford's citizens can now send the council a text message, which is converted to email and answered by a member of staff in real time.

"The council then sends back an email, which is converted into a text and sent to the citizen's mobile. This is being used for council house applications, and is being rolled out to numerous other council services such as reporting street lighting faults and abandoned vehicles, and booking council facilities."

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