Ingeus: Creating capacity for change 

Discover how the need for efficiency in this publicly-funded service, was directed into a change programme that has released resource to focus on what really matters. Ingeus has supported over 200,000 people into sustainable work since 2002, often overcoming significant barriers to employment. By automating routine activity, which needed rigour & consistency, they created capacity for a virtual, centralised team of flexible people, who offer the human touch. In 2015, 92% non-value added tasks were automated, including 30,000 sustainment payments, which account for 85% of revenues.  ‘Scott the bot’ gives a personal face to automation, those affected had a voice throughout the changes and the skills to deliver projects and technology were developed in-house, ultimately getting more from IT than anyone imagined was possible. Crucially, the removal of routine tasks has freed individuals to truly embody the organisation’s values, with their solution-focused approach to telephone support and passion for going the extra mile to make a difference to the lives of their clients.

Who should attend? This is a case study that will attract any public service operation or small contact centre facing efficiency challenges, where a step change is required in attitudes and working methods.


Ian Gibson, Ingeus
Ian Gibson is Director of Shared Services for Ingeus. He has worked for over 20 years in contact centres across sectors such as telcos , utilities and more recently housing. He is experienced in all areas of contact centre delivery and has also led large scale customer change programmes.