NOA Award win

Wednesday, 24 October 2007 00:00

RESPONSE picks up Public Sector Outsourcing Project of the Year with our work with the US Embassy.

Glasgow-based customer contact centre, RESPONSE has been recognised at a national industry awards ceremony for its pioneering work with the U.S. Embassy.

RESPONSE scooped the title of Public Sector Outsourcing Project of the Year at the National Outsourcing Association awards ceremony in London, which recognises excellence and innovation in the sector.

RESPONSE has worked with the Embassy for over ten years to provide a comprehensive enquiry and appointment system for members of the public requiring a visa to travel to the United States.

Handling on average 7,500 calls per week, rising to 10,000 calls during the peak months of March to June, RESPONSE have recently introduced a new technical solution for the Embassy, which is unique to its operations around the world.

The new system offers numerous benefits including real-time management of information and appointment availability which helps the Embassy to manage their time effectively, while members of the public are assured of a seamless service for Visa appointments which helps to take away some of the anxiety associated with travel.

Designed to allow greater efficiency and flexibility, whilst maintaining a high standard of service and transparency, the solution will serve as a template for future international developments, with the outsourcing work of the Embassy in London recently singled out by the U.S. Department of State as ‘a model for Consular Sections worldwide.’

Commenting on the award David Wallace, RESPONSE Chief Executive said:

“Here at RESPONSE we pride ourselves on providing our clients with a first class outsourcing partnership.

“The team at RESPONSE have worked with the U.S. Embassy for over a decade, and in that time have developed a strong and successful working relationship. However, we are not afraid to take on new challenges to ensure our services evolve to meet the needs of our clients as they change over time. I believe that this project is a key example of what can be achieved when outsourcer and client work in partnership.”

John P. Caulifield, Consul General said;

“The RESPONSE team started this project by saying ‘if you can imagine it, we can build it.’ We imagined the most sophisticated appointment booking system in use in any American Embassy, and moved the goalposts several times during the project due to rapidly evolving border security and visa interview regulations. RESPONSE delivered as promised.”

The National Outsourcing Association Awards are held each year to recognise and reward innovation and achievement by suppliers, users and integrated teams within the outsourcing industry. This year’s ceremony, which took place at the Brewery London, was attended by 500 of the most influential people in the outsourcing industry.