Digital services

Making every customer call count through more joined-up data

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Kieran Lewis reflects on a recent project to integrate multiple data sources into a single Customer Relationship Management interface, improving call centre efficiency and customer experience by saving time per call and allowing agents quicker access to relevant information, and with ongoing and further improvements still to come.

Using AI sustainably: how Defra’s Action Finder tool has shown a net positive impact is possible

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Two Defra product managers talk about a recent project exploring sustainable AI development and its potential to reduce the impact our digital services have on the world around us.

Improving Customer Experience in APHA – Delivering Outcomes with commercial “off-the-shelf” products

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A headshot of Sam Brett

Sam Brett is a Project Manager in APHA’s transformation programme, Delivering Sustainable Futures. In this blog, he reflects on his experience of improving how customers contact the organisation when they need help or advice. At the Animal and Plant Health …