DC13-160 May 16, 2013
Public calls for choice when contacting government
BT and Avaya research finds that people understand the need for efficiency but still expect flexibility to choose contact channel when dealing with government
Public sector organisations should be wary of restricting people's choice in how they contact them, suggests new research from BT and Avaya. While 86 per cent of people appreciate the need for efficiency only 28 per cent agree that making online self-service the exclusive contact channel for public services would be a good way for the government to save money and provide a good level of service.
The survey, which polled 1,000 people, found that despite the growth in online channels the phone remains the most popular method of contact with 77 per cent of the public having called an organisation in the six months prior to the survey. Indeed, 54 per cent had used the phone to call a contact centre in the month leading up to the survey compared with 56 per cent for the same period in 2010 indicating that the phone is holding its own despite the growth of alternative contact channels. Interestingly the survey also revealed that only 28 per cent of the public were in favour of compulsory internet self-service supporting the notion that the majority prefer a choice of channels.
The majority of people (55 per cent) would like a single number for all government services. Voice recognition and voice self-service are popular too, with specific uses in voter registration, general bill enquiries and checking holiday rubbish collection times all cited.
Neil Rogers, president Global Government, BT Global Services, said: People now expect public sector organisations to deliver the same level of customer experience that private sector organisations provide. It's also clear that in the multichannel age, they do not want their choice of channel restricted.
Our Autonomous Customer research suggests that if deployed appropriately, self-service, whether online or over phone, can be a popular addition to customer service channels, creating opportunities to improve people's experience while reducing costs. The efficiencies made can help create the business case for new multichannel contact centre infrastructure that can deliver the customer experience people have come to expect.
Simon Culmer, managing director, UK and Ireland at Avaya, said: The new challenge for public sector contact centres is to provide inclusive services accessible for all people in a cost effective manner. The public clearly understands the need for efficiency but not at the expense of choice. The most significant factor, regardless of channel used, is that contact centre infrastructures enable the public to access the right knowledge and tools to resolve their enquiries in a timely and efficient manner regardless of device used.
ENDS
Notes to editors
BT has Avaya Platinum Partner status worldwide and has installed over 100,000 Avaya systems in the last two decades, including over 1,000 contact centres. Through the BT Contact portfolio, BT and Avaya can help organisations use all the communication channels their customers expect in the most integrated and efficient way. Together, they take an end-to-end customer experience management approach, leveraging the resources organisations already have whilst bringing in new, enabling technologies to achieve best practice.
A series of blogs based on the BT and Avaya Autonomous Customer research will be posted to: http://letstalk.globalservices.bt.com/en/ over the coming weeks. Infographics to support the release can be found at: www.bt.com/btcontact.
About the research
Davies Hickman Partners, independent research analysts, carried out the research on behalf of BT and Avaya. The source material was provided through an online survey of 1,000 consumers, with 500 based in the US and 500 in the UK. Age and sex profiles were evenly distributed across the survey to create a representative sample of the population in both countries.
About Avaya
Avaya is the worldwide leader in solutions for business collaboration and communication. The company provides Unified Communications, Contact Centers, Networking solutions and related services for companies of every size around the world. For more information: www.avaya.com
Certain statements contained in this press release are forward-looking statements. These statements may be identified by the use of forward-looking terminology such as anticipate, believe, continue, could, estimate, expect, intend, may, might, plan, potential, predict, should or will or other similar terminology. We have based these forward-looking statements on our current expectations, assumptions, estimates and projections. While we believe these expectations, assumptions, estimates and projections are reasonable, such forward looking statements are only predictions and involve known and unknown risks and uncertainties, many of which are beyond our control. These and other important factors may cause our actual results, performance or achievements to differ materially from any future results, performance or achievements expressed or implied by these forward-looking statements. For a list and description of such risks and uncertainties, please refer to Avayas filings with the SEC that are available at www.sec.gov. Avaya disclaims any intention or obligation to update or revise any forward-looking statements, whether as a result of new information, future events or otherwise.
Most recent headlines
05/01/2027
Worlds first 802.15.4ab-UWB chip verified by Calterah and Rohde & Schwarz to be ...
04/08/2026
Dalet, a leading technology and service provider for media-rich organizations, t...
04/07/2026
April 7 2026, 19:00 (PDT) Detective Conan: Fallen Angel of the Highway Opens in...
04/06/2026
Sony Electronics is introducing the SRG-AS10, a 4K 60p-compatible PTZ auto-frami...
04/06/2026
This recent grad from Spring, TX, led creative-video output for the Aggies' men's basketball team last season and has been producing video and creating ...
04/06/2026
For the first time at a women's golf major, every player in the field will r...
04/06/2026
Three Panasonic PT-RQ45 40,000-lumen 3-Chip DLP projectors made their first live...
04/06/2026
Bitmovin and Akamai have announced a collaboration with NRJ Group, a French mult...
04/06/2026
Telestream will exhibit at InfoComm 2026 (Booth N7952), demonstrating media work...
04/06/2026
Sony has announced the development of RIALTO 65, a 65mm format image sensor block for the VENICE 2 digital cinema camera, targeting release in the first half of...
04/06/2026
KOKUSAI DENKI Electric America will exhibit at InfoComm 2026 (Booth N8025, June ...
04/06/2026
Bell Media's TSN and RDS are the exclusive Canadian broadcasters of FIFA Wor...
04/06/2026
The Challenge: Receiving Heavy Media Files From Road Games Quickly and ReliablyT...
04/06/2026
MASV, a managed file transfer platform used in broadcast and live sports product...
04/06/2026
NESN has announced the appointment of Fahad Haider as Vice President of Operations and Engineering. Haider returns to NESN, where he previously served as Vice P...
04/06/2026
David J. Halberstam, who spent almost 50 years in sports as a broadcaster and an executive, died June 2 after a years-long battle with brain cancer.
Over his l...
04/06/2026
Although collegiate production programs are tasked with delivering high-quality ...
04/06/2026
California studio, two production trucks, global distribution system are combine...
04/06/2026
New global program empowers and supports storytellers through scriptwriting course and access to industry experts
TikTok and Sundance Institute today announce...
04/06/2026
Steinberg DAWs now boast in-depth Tonalic integration
Celemony's innovative virtual session musician plug-in has just received an update that brings ARA...
04/06/2026
Get Hands-On With Over 20 Mic Brands
GearExpo UK is fast approaching, and if you've been looking for a chance to check out some new mics, then you'r...
04/06/2026
Combos feature new Amplifier Intelligence engine
Positive Grid's latest release sees the company introduce two new combo amplifiers that promise to offe...
04/06/2026
Is Your Job Making You Work this June?
4 June, 2026
Media releases
SBS Launches the World Cup Watchers' Rights Association to Stand Up For Australians&...
04/06/2026
Statement regarding unauthorised use of SBS logos on third party social content
4 June, 2026
Media releases
SBS has become aware of social media posts in c...
04/06/2026
Share
Copy link
Facebook
X
Linkedin
Bluesky
Email...
04/06/2026
Bitmovin, a leading provider of video streaming infrastructure, and Akamai, the cybersecurity and cloud computing company that powers and protects business onli...
04/06/2026
American Underground (AU), the Startup Hub of the South and a community of mor...
04/06/2026
Share
Copy link
Facebook
X
Linkedin
Bluesky
Email...
04/06/2026
Share
Copy link
Facebook
X
Linkedin
Bluesky
Email...
04/06/2026
Share
Copy link
Facebook
X
Linkedin
Bluesky
Email...
04/06/2026
Share
Copy link
Facebook
X
Linkedin
Bluesky
Email...
04/06/2026
Share
Copy link
Facebook
X
Linkedin
Bluesky
Email...
04/06/2026
Share
Copy link
Facebook
X
Linkedin
Bluesky
Email...
04/06/2026
Share
Copy link
Facebook
X
Linkedin
Bluesky
Email...
04/06/2026
Share
Copy link
Facebook
X
Linkedin
Bluesky
Email...
04/06/2026
NVIDIA and Microsoft Reinvent Windows PCs for the Age of Personal AI
Brie Clayton June 3, 2026
0 Comments
RTX Spark - a 1-Petaflop Superchip, the Full...
04/06/2026
Inside the Peaky Blinders: The Immortal Man Grade
Brie Clayton June 3, 2026
0 Comments
Simone Grattarola discusses shaping the look in DaVinci Resolve...
04/06/2026
Cine Gear Expo Announces 2026 Awards of Excellence Recipients
Brie Clayton June 3, 2026
0 Comments
Ed Lachman ASC, Caleb Deschanel ASC, and M. David M...
04/06/2026
St. Vincents Live with Orchestra Tour to Feature Berklee Alum Ruby Plume Berklee alumni St. Vincent and Ruby Plume will appear on the same bill across seven d...
04/06/2026
Back to All News
All the Truth in My Lies Coming to Netflix on August 28
Entertainment
04 June 2026
GlobalSpain
Link copied to clipboard
Download the imag...
04/06/2026
Back to All News
Larry Tanz, VP of Content, EMEA, Delivers a Keynote Speech at ...
04/06/2026
Back to All News
Turn Your Living Room into a Stadium With the New FIFA World ...
04/06/2026
Keeping conversations real on LinkedIn Published on Jun 4, 2026 Categories: Product News
LinkedIn Corporate Communications
Share
LinkedIn
Facebook ...
04/06/2026
BackStory follows four Irish young people as they travel back to their parents' homelands
Modern Irish identity is enriched by cultures and influences from...
04/06/2026
June's forecast with GeForce NOW: 100% chance of gaming.
GeForce NOW is lining up new adventures for the month, from big-name blockbusters to quirky indies...
03/06/2026
SES and Viva, Mexico's ultra low-cost airline, have launched multi-orbit satellite inflight connectivity on Viva's Airbus aircraft. A total of 60 A320s ...
03/06/2026
The College Football Playoff, ESPN, and TNT Sports have announced kick times and...
03/06/2026
RED Digital Cinema will exhibit at Cine Gear Expo 2026 (Booth 33, June 5-6, Universal Studios Lot), hosting three panels and hands-on product demonstrations.
P...
03/06/2026
Roku has announced the Soccer Zone, a dedicated hub for FIFA World Cup 2026 content available across the United States, Canada, Mexico, Brazil, Colombia, Argent...
DC13-160 May 16, 2013 
