HM Treasury BookingBug Case Study

HM Treasury Offers Nationwide Pension Appointment Service


HM Treasury contact centre operatives can quickly and easily handle incoming inquiries from the public to schedule phone guidance appointments.

Geographic issues


A significant challenge HM Treasury faced when rolling out a national pensions advice service was one of geography. While the Citizens Advice Bureau provided a venue for face-to-face guidance, there are a limited number of branches across the country. Most members of the public are at work during opening hours, limiting their ability to attend physical appointments.

The search for the right provider


The Government's initial search was accelerated via two methods. First, the team looked to other government departments for best practice and tool selection. Secondly, G-Cloud, the Government’s digital marketplace, offered a list of endorsed providers to meet their needs.

Accessibility a major benefit


One of the major advantages of the cloud-based solution was that it could be quickly accessed in any contact centre used by the Treasury.

Scalable solution without disruption


As a cloud-hosted solution, BookingBug ensures that if demand does suddenly increase, the system can scale to fit. All of this happens without interruption to contact centre staff or the Pension Wise guidance team, meaning more time can be spent focusing on delivering the best service possible to citizens.

Download the Case Study