0%
faster citizen issue resolution
Average improvement after redesigning workflows and knowledge for frontline teams.
Government & Public Sector CX
Secure, Scalable, and Citizen-Centric Contact Centres
We help agencies replace red tape with real-time service—combining secure cloud, AI assistants, and human-led delivery so every citizen gets consistent answers.
0%
reduction in cost-to-serve
Savings unlocked by migrating legacy platforms to secure, cloud-native architectures.
0/7
AI-assisted access
Always-on virtual agents that escalate seamlessly to human advisors.
From Red Tape to Real-Time Service
Citizens expect fast, transparent support—but fragmented systems, ageing telephony, and siloed knowledge make that hard. We untangle the complexity so your teams can focus on outcomes.
Fragmented channels and long queues
Voice, email, web forms, and walk-ins all compete, leaving teams firefighting rather than serving.
- Diagnose demand patterns and eliminate duplicate entry points.
- Design digital deflection journeys with clear SLAs and follow-up automation.
- Introduce skill-based routing that prioritises urgent and vulnerable cases.
Legacy systems that won’t talk
CRM, knowledge, and telephony are often stitched together manually—making consistency impossible.
- Map integrations across Avaya, Genesys, AWS, Azure, and Salesforce ecosystems.
- Deploy middleware and APIs that synchronise citizen context in real time.
- Create a unified agent desktop with role-based access for every team.
Security and compliance pressure
Public trust depends on secure data handling, rigorous audits, and resilient architectures.
- Run security threat modelling aligned to NCSC and ISO 27001 controls.
- Implement privacy-by-design guardrails for AI assistants and automations.
- Deliver resilience testing, disaster recovery drills, and documented runbooks.
Change fatigue inside the organisation
After years of transformation programmes, teams need clear wins and confident adoption.
- Lead co-design workshops with frontline, policy, and technology stakeholders.
- Build playbooks and on-demand enablement for new tools and workflows.
- Track change health with qualitative feedback loops and operational metrics.
Smart Solutions for Smarter Government
We combine strategic advisory with hands-on engineering so you can deliver connected, compliant citizen journeys from day one.
Always-on citizen access
Omnichannel platforms that connect voice, web, chat, and messaging in one secure fabric.
- Deploy multi-modal IVR, chat, and messaging orchestrated through a single queue.
- Blend human and virtual agents with real-time translation and accessibility support.
- Design vulnerability-aware journeys with proactive outreach and callbacks.
AI that works for everyone
Speech IVRs and chatbots answer common requests instantly and escalate with context.
- Train assistants using curated knowledge and large language models with guardrails.
- Integrate AI insights into knowledge articles, scripts, and next-best actions.
- Monitor performance with transparency dashboards and human-in-the-loop reviews.
Knowledge + context at every touchpoint
CRM and knowledge base integration ensures advisors give consistent answers.
- Unify case history, policy guidance, and forms inside a single agent desktop.
- Automate evidence capture and document generation directly within workflows.
- Push personalised nudges to citizens based on status, eligibility, and channel preference.
Stronger together through orchestration
We make multi-vendor estates feel like one seamless citizen journey.
- Create integration patterns and governance for partner ecosystems.
- Coordinate releases across suppliers with shared runbooks and automation pipelines.
- Design performance scorecards so every vendor is accountable to outcomes.
Built to last in the cloud
Secure cloud migrations that scale with demand and simplify operations.
- Modernise telephony and contact centre platforms with zero downtime cutovers.
- Embed FinOps guardrails to manage cost transparency across environments.
- Set up observability stacks for proactive incident management and optimisation.
Proof That It Works
When HMCTS needed to modernise, we helped them design a contact centre that balanced security, scale, and citizen trust.
By integrating CTI, knowledge bases, and CRM, they created a consistent user experience—and a platform their staff could rely on during periods of high demand.
0%
reduction in time-to-answer during peak hearings
0x
increase in digital self-service adoption
0%
agent satisfaction with new knowledge workflows
“Creative Communications Lab brought the clarity and pace we needed. They translated policy requirements into a secure, resilient platform our teams trust every day.”
Why Agencies Trust Us Over Big Integrators
Lean teams, accredited engineers, and measurable value at every milestone.
Security woven in
Every blueprint aligns with ISO 27001, NCSC, and government security classifications.
Real delivery, not just advice
We stay from discovery through go-live, embedding DevSecOps and service management.
Agile where it counts
Short delivery sprints unlock value fast without compromising governance.
Proven partnerships
Certified experts across Avaya, Genesys, Salesforce, AWS, Azure, and Google AI.
Measurable outcomes
Dashboards track resolution times, cost-to-serve, and citizen satisfaction in real time.
Your Questions, Answered
The essentials public sector leaders ask before we start.
How do you handle sensitive citizen data securely?
We design architectures aligned with government security frameworks, ISO standards, GDPR, and data minimisation principles. Every workflow includes audit trails, role-based access, and continuous monitoring.
What if we’re tied to multiple existing vendors?
We specialise in multi-vendor orchestration—making Avaya, Salesforce, AWS, Azure, Genesys, and on-premise systems work together. We establish shared service levels, release cadences, and governance boards from day one.
Do you offer long-term partnerships?
Yes. We provide end-to-end services: discovery, design, delivery, optimisation, and capability transfer so your teams stay confident after handover.
What’s the biggest impact we can expect?
Agencies typically see 30% faster resolutions, reduced repeat contacts, and higher satisfaction scores within the first 6–12 months, backed by transparent metrics.
Why not just go with a large systems integrator?
Our approach is leaner, more personal, and more outcomes-focused. You get direct access to senior specialists, faster decision cycles, and solutions tailored to your mandate—not a generic rollout.
What the Numbers Say
Evidence-backed insight from recent government and public sector research.
0%
of citizens expect digital government services to match private sector ease
Source: Accenture, Public Service Experience Survey 2025
0%
of complaints in government come from inconsistent or siloed information
Source: PwC Citizen Experience Report 2025
0%
operational cost reduction when agencies adopt cloud-first platforms
Source: Deloitte Government Trends 2025
0%
of citizens want 24/7 access to services powered by AI assistants
Source: Accenture Global Citizen Pulse 2026
0%
fewer repeat contacts when CRM and IVR are fully integrated
Source: Gartner Contact Centre for Government, 2025
From backlog to breakthrough—let’s modernise citizen service.
Book a 30-minute CX workshop with our experts and see how we can cut complexity while improving outcomes.