Public Sector Customer Service

Experts in the central and local government customer service

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Partnering with government to serve citizens better

We understand the challenges central and local government face in delivering efficient, cost-effective services. Through our expertise in public sector call center outsourcing, we support digital-first initiatives alongside expert voice solutions, we work with your teams to ensure citizens and residents get the assistance they need. Our scalable, agile solutions are designed to manage high volumes of interactions, or more complex, specialist services, flexing to your needs and to those of your communities.

View our prospectus brochure here

Local government customer service

Customer service in the public sector: How we make a difference

We offer a full range of public sector outsourcing solutions across digital and voice channels, with specialities in:

End–to–end customer service: handling interactions with care, from queries to service transitions, ensuring citizens and residents feel valued.
Complaints management: efficiently resolving complaints to build trust and satisfaction. Visit our complaint management page to learn more.
Collections expertise: balancing fairness and empathy to achieve positive outcomes in sensitive collections. Explore our collections services for more information.
Complex interactions: addressing cases that require deeper understanding and coordination, ensuring clear communication and effective resolution.
Out–of–hours support: offering continuous support outside standard hours, so services stay accessible when people need them most.
Vulnerable customer support: providing tailored services with extra care for those facing difficult circumstances.

Industry expertise

David Murphy
Director of Contracts & Public Sector Support

David leads Sigma Connected’s public sector engagement and manages our relationship with GCA under the RM6295 Framework. With over 30 years in global BPO environments and 9 years at Sigma Connected, he supports clients through procurement, mobilisation and service delivery.

Passionate about social value, David help clients deliver measurable community and environmental impact alongside operational goals – exemplified by his pivotal role in co-designing and launching our ReachOut service, which transforms debt management into a customer-centric, socially responsible solution.

A woman delivering customer service in a local government

A trusted contact centre partner to the government sector

We understand the public sector’s challenge of balancing efficiency with excellent customer service, while encouraging the shift to digital channels. By combining innovative technology with skilled, compassionate teams, we create tailored solutions that meet the needs of citizens and residents and deliver meaningful cost savings.

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ReachOut

supporting local authorities to engage their more vulnerable residents

Local authorities across the UK have fantastic support available to their residents, but outstanding debt owed to the council can leave people too afraid to engage.

ReachOut enables local authorities to engage these harder to reach residents – all before a liability order and enforcement action becomes necessary. We’re there to increase engagement and to promote the support residents can access directly from the council.

With increased engagement, our council clients have been able to help more residents manage their outstanding debt and access the support available to them, and before they incurred additional charges. They’ve also been able to respond to the more immediate and severe cases when flagged by the team at ReachOut.

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“ For whatever reason we know a lot of our residents don’t have the confidence to speak with us directly. ReachOut have had those essential conversations with some of our most vulnerable residents. Through ReachOut we’ve been able to intervene and support more households, people who otherwise would have gone without. ”

Mark Fearn, Customer Engagement Lead, Walsall Council

Partnering with us

With recognised accreditations and framework agreements, we make partnering with us straightforward and reliable. Our expertise, technology, resources, and commitment to public service means we can deliver the results government and local councils need to serve their communities with care. Visit our How we work page for full details.

See how we work

Get in touch with our team today

If you’d like to chat to our team about the options available to your business, you can fill out our handy contact form below – we just need some basic information to get the ball rolling and from there, we can start to formulate a bespoke action plan that works for your business!