General Dynamics’ Vangent Awarded Call Handling Contract for London
October 10, 2012
FAIRFAX, Va. – General Dynamics (NYSE: GD) today announced that it was awarded a six-year contract with a potential value of up to $21.9 million (£13.5 million), to continue delivering a proprietary call handling shared service for local government councils and social housing providers across London. Through its subsidiary, Vangent, the company has provided out-of-hours shared services to London Councils and Housing Providers since 2008. The new contract extends the arrangement to the Association of Greater Manchester Authorities, the representative body for the 10 councils in the Greater Manchester region, as well as public organizations in South East England.
Under this new contract, General Dynamics will operate a state-of-the-art call handling shared service to address urgent inquiries from members of the public related to local and community issues such as social welfare and housing, nuisance behavior and issues of public safety. The service, which has predominantly been used for out-of-hours operations, will now be available during normal business hours. As part of the shared service, the company has implemented advanced technology that enables its customer service agents to quickly determine the nature of a call and commission the appropriate service to fulfill the need based on the participating organization’s business rules and processes.
Ealing Council led the procurement on behalf of local authorities in the London and Manchester regions. Ealing’s Cabinet member for Finance and Performance, Councillor Yvonne Johnson, said, “We worked with 10 other public sector organizations to develop the specification for this contract that will deliver the highest standard of service for customers as well as providing value for money.”
The shared service is open to all 33 London Councils and the 10 Greater Manchester Councils, as well as many housing associations.
“We are pleased to continue providing highly effective and efficient call handling services that enable participating organizations to improve constituent service and achieve significant cost savings,” said Marcus Collier, senior vice president of General Dynamics Information Technology’s Health and Civilian Solutions division.
General Dynamics acquired Vangent in October 2011.
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