General Dynamics Awarded Call Handling Contract for London’s Lambeth Living
August 1, 2013
FAIRFAX, Va. – General Dynamics Information Technology has been awarded a five-year contract worth $12.4 million (£8 million) to deliver a call-handling service for Lambeth Living, a not-for-profit Arm’s Length Management Organization (ALMO) owned by the London borough of Lambeth. General Dynamics Information Technology has managed evening and weekend (out-of-hours) call handling for Lambeth Living since March 2010.
An ALMO is a company set up by a local authority to manage and improve social housing assets. Under this new contract, General Dynamics will operate a 24-hour state-of-the-art call-handling service to address inquiries from the public related to local services and urgent community issues, such as social welfare and housing, nuisance behavior and public safety. As part of the service, the company is working in partnership with Lambeth Living on the implementation of advanced technology and new processes that enable customer service agents more efficiently to determine the nature of a call and commission the appropriate service to fulfill the need.
“We are working closely with General Dynamics Information Technology to help us become more responsive and, in turn, transform our customer services,” commented Neil Litherland, Chief Executive at Lambeth Living. “Not only does our contract with General Dynamics Information Technology deliver value for money, but our partnership with them helps us to deliver on our core value: Putting Residents First.”
“We look forward to expanding our call-handling services with Lambeth Living,” said Stephen Meyler, General Dynamics Information Technology’s United Kingdom managing director. “General Dynamics’ end-to-end call-handling services enable local governments to transform customer services and deliver essential efficiencies.”
General Dynamics Information Technology manages and operates customer call-handling services for several London boroughs and social housing landlords through two United Kingdom operation centers. In October 2012, the company was awarded a contract to provide 24-hour call-handling services which can be accessed by organizations in London, South East England and by the Association of Greater Manchester Authorities, the representative body for local government in the Greater Manchester region.
For more information about General Dynamics Information Technology in the United Kingdom, please visithttp://uk.gdit.com/.
General Dynamics Information Technology is a business unit of General Dynamics (NYSE: GD). More information about General Dynamics is available online at www.generaldynamics.com.