Streamlining administration & support to accelerate UK businesses

About Companies House

Companies House is the executive agency of the British Government that maintains the register of companies employs the company registrars and is responsible for incorporating all forms of companies in the United Kingdom. 

Employing over 1,000 people, Companies House registers company information and makes it available to the public. 

The Challenge

The changing technology landscape presented an opportunity for Companies House to deliver a more innovative solution to businesses. Companies House were seeking an expert partner that could compile a strategy paper and specification for the future of customer experience at the UK Register of Companies.

The scope included a shift from multi-channel to omni-channel and the introduction of MI tooling to enable faster decision-making. 

Our Approach

StableLogic undertook a 4 step process to conduct a detailed review of contact centre services at Companies House. 

Step 1 – Data Collection – This includes benchmarking the current costs to compare them to market rates and set a commercial baseline. 

Step 2 – Stakeholder Engagement / Requirements Gathering – Including indicative costs in workshops when different features and options are considered, e.g. Feature X, has the following benefits, but would cost in the region of £Y.  This helped stakeholders to evaluate the real value of different approaches. 

Step 3 – Strategy Development – During the strategy phase we modelled the costs of different approaches.  This included elements such as adding additional channels, different operational hours, on-site or off-site agents, TUPE etc. 

Step 4 – Specification – The specification, based on the identified requirements, was designed to obtain the best value.  For example, what is included, what is optional, commercial structure, price flexibility and different commercial models. 

Our approach is always to work as an extension of the client’s organisation and to provide impartial guidance and expertise. 

Outcomes

The strategy findings led to a transformation of contact centre tooling at Companies House.  

The key benefits were: 

1. Digital Enablement – The UK register of companies unlocked the digital potential for businesses to interact through their preferred digital channel. 
2. Strong Value Proposition – Ensured that taxpayers' money was being spent responsibly and delivering value for UK businesses. 
3. Deflection & Self Service – Enabling businesses to self-serve through digital which was not possible with the old solution. 

Companies House now have a robust and modern contact centre solution that will serve as the foundation for future innovation and drive customer excellence.